Computing Support Administrator

The New England Conservatory, an independent not-for-profit institution, is recognized internationally as a leader among music schools, educating and training musicians of all ages from around the world. With approximately 750 music students representing more than 40 countries, NEC cultivates a diverse, dynamic community for students, providing them with performance opportunities and high-caliber training by 225 internationally esteemed artist-teachers and scholars. NEC pushes the boundaries of making and teaching music through college-level musical training in classical, jazz, and Contemporary Improvisation. It offers unique interdisciplinary programs such as Entrepreneurial Musicianship and Community Performances & Partnerships that empower students to create their own musical opportunities. As part of NEC's mission to make lifelong music education available to everyone, the Division of Expanded Education delivers training and performance opportunities for children, pre-college students, and adults.

JOB SUMMARY:

The Computing Support Administrator supports NEC’s faculty, staff, and students by providing leadership for endpoint computing and end-user technology services. This role is responsible for the management, deployment, endpoint security, and lifecycle of NEC-managed endpoint devices and for the effective delivery of Help Desk and end-user support services.

The Computing Support Administrator supervises Help Desk student employees, provides operational leadership for assigned services, administers assigned technology platforms, and leads technology projects and service improvement initiatives. This position works closely with other ITS staff to support the business and academic work of the Conservatory.

ESSENTIAL FUNCTIONS:

• Provides technical leadership and operational ownership for endpoint computing, Help Desk, and end-user technology services.

• Coordinates day-to-day Help Desk operations and ensures high-quality support for faculty, staff, and students.

• Coordinates the recruitment, training, scheduling, and day-to-day work of Help Desk student employees.

• Provides technical guidance and escalation support to the Computing Support Specialist and Help Desk student employees.

• Oversees endpoint management, deployment, maintenance, endpoint security, inventory, procurement, and lifecycle processes across NEC-managed devices.

• Maintains and improves service workflows, documentation, knowledge resources, escalation processes, support standards, and service metrics.

• Administers user account provisioning, access permissions, and account lifecycle processes across assigned NEC systems.

• Administers assigned SaaS and end-user technology platforms and provides escalation support for complex technical issues.

• Leads and participates in technology projects, service improvement initiatives, and vendor coordination.

• Supports administrative data maintenance, validation, and routine reporting in collaboration with business systems staff.

• Supports business continuity through timely response to critical classroom, instructional, and end-user technology issues, while supporting institutional policies and broader ITS and cross-departmental initiatives; occasional off-hours work may be required.

MINIMUM QUALIFICATIONS:

• At least 5 years of progressively responsible experience in computing support, endpoint computing, desktop support, or related end-user technology services.

• Strong hands-on experience supporting Windows and macOS environments, including device configuration, deployment, troubleshooting, and lifecycle management.

• Experience administering endpoint management and software deployment platforms such as JAMF, Microsoft Intune/SCCM, or similar technologies.

• Demonstrated knowledge of scripting and automation using PowerShell, Bash, Python, or similar technologies.

• Experience supporting or administering SaaS applications and related technology services.

• Demonstrated ability to lead technical projects, coordinate priorities, and work effectively with multiple stakeholders.

• Strong customer service, communication, documentation, and problem-solving skills.

• Demonstrated professionalism, sound judgment, confidentiality, and the ability to learn and apply new technologies.

PREFERRED QUALIFICATIONS:

• Experience supporting technology in higher education or another complex service-oriented environment.

• Familiarity with network infrastructure, common protocols, and troubleshooting connectivity issues.

• Familiarity with system administration, endpoint security, patching, vulnerability management, and security best practices.

• Experience supporting classroom, instructional, or specialized end-user technology.

• Experience leading technical projects or serving as a technical lead for implementations, migrations, or service improvements.

• Experience working with technology vendors, procurement, licensing, and lifecycle planning.

This position requires a high level of self-discipline, collaboration, leadership, and independent judgment and requires an awareness of and willingness to call on the expertise of colleagues both on and off campus to enhance the quality of technology services NEC receives. Hours outside the regular work day may be required.

NEC is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity or expression, age, national origin, ancestry, citizenship, disability, or veteran status.

Annual Clery Report

In accordance with the federal Clery and Campus SaVE Acts, New England Conservatory of Music (NEC) commits to providing all current and prospective students and employees with access to the annual Campus Security and Fire Safety Report. This report will provide the reader with a record of statistics regarding crimes that were reported in the NEC community during the previous three years as well as College policies and procedures, in compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. This report may be accessed here. A paper copy can be requested by contacting NEC's Director of Public Safety at 290 Huntington Ave, Boston, MA 02115.