Client Technology Analyst

Primary Job Title: Client Technology Analyst Location: Framingham, MA Onsite Flexibility: Onsite Contract Details Position Type: Contract Pay Rate: $28.00–$30.00 / Hour (USD) Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Job Summary: The Client Technology Analyst provides front line technical support to Boston University faculty, staff, and students. This role is responsible for delivering high quality endpoint, application, and account support through multiple service channels, including in person, phone, and ticket based systems. The CTA serves as an initial point of contact for client technology issues and escalates more complex problems as appropriate. This is an entry level role designed to build foundational technical, customer service, and operational skills within CTS. Key Responsibilities Client Support & Service Delivery Provide Tier 1 technical support for desktops, laptops, and mobile devices (Windows and macOS) Troubleshoot common hardware, operating system, and application issues Support Microsoft 365 services (Outlook, Teams, OneDrive, Office applications) Assist with account access issues, password resets, and MFA troubleshooting Respond to service requests and incidents via ServiceNow in accordance with SLAs Endpoint & Software Support Image, configure, and deploy Windows and macOS systems using standard tools Install and configure standard BU supported software and peripherals Perform basic diagnostics and remediation for endpoint performance issues Assist with hardware setup, replacement, and retirement following asset procedures Customer Experience & Communication Deliver professional, courteous, and responsive client service Clearly document issues, troubleshooting steps, and resolutions in ServiceNow Communicate status updates and next steps to clients in a timely manner Set appropriate expectations and escalate issues when necessary Operational & Team Support Follow department processes, standards, and documentation Participate in shift coverage, including walk up or on site support as assigned Contribute to knowledge articles and process improvements Collaborate with CTS engineers and other IS&T teams when issues require escalation Project & Initiative Support The Client Technology Analyst may assist with departmental and university wide technology projects under the guidance of senior CTS staff, engineers, or project leads. This work provides exposure to structured IT initiatives while reinforcing core technical and customer service skills. Typical project support activities may include: Assisting with endpoint refresh initiatives, including device preparation, deployment scheduling, and user communications Supporting telephone system migrations (e.g., VoIP transitions, softphone rollouts, or number porting efforts), including end user device setup and testing, validation of call functionality and voicemail, basic troubleshooting during cutover periods, and assisting with user documentation and training materials Participating in campus or departmental technology upgrades affecting faculty, staff, classrooms, or labs Supporting software rollout or upgrade projects, including testing, installation, and post deployment support Assisting with inventory validation, asset tracking, and documentation related to project activities Performing predefined project tasks and checklists as assigned, escalating issues or risks to the project lead as needed This role is not expected to lead projects independently but will contribute to successful outcomes through reliable execution, documentation, and client focused support. Required Qualifications Associate's degree or equivalent combination of education and experience 0–2 years of experience in IT support, customer service, or a related technical role Basic knowledge of Windows and/or macOS operating systems Basic knowledge of common productivity tools (Microsoft Office / Microsoft 365) Basic knowledge of hardware troubleshooting concepts Strong communication and customer service skills Ability to work independently and as part of a team Preferred Qualifications: Bachelor's degree in Information Technology, Computer Science, or related field Experience supporting users in a higher education or enterprise environment Familiarity with ServiceNow or other ITSM tools