IT Support Specialist

IT Support SpecialistFull TimeBostonPrimary Responsibilities and Duties:

• Providing customer-facing technical hardware and software support involving Microsoft’s core business applications and operating systems on Dell platforms.
• Apply strong problem-solving skills to prioritize, diagnose, and resolve customer issues with an emphasis on first contact resolution.
• Communicate with customers in a timely fashion to provide progress updates per established service level agreements.
• Effectively track troubleshooting steps and status updates in ticketing system.
• Maintain and deploy laptops and peripherals to national customer base, including diagnosing/repairing hardware issues, imaging machines, and working with new hires to remotely perform initial setups.
• Review and maintain system documentation.

• College degree preferred.
• 3 years or more of customer-facing technical support experience preferably with a large or national customer-base.
• ServiceNow experience a plus.
• Able to participate in an on-call rotation which is typically one weekend day a month for 4 hours.

• Strong hardware and peripheral support experience including understanding of hardware configurations and capabilities
• Strong Windows 10 Operating System support.
• Understanding of system imaging via SCCM.
• Experience supporting Microsoft M365 suite (OneDrive, Outlook365, PowerPoint, Word, Excel, and Teams).
• Understanding of VDI and VPN end-user support.
• Understanding of changing passwords on a networked domain system.
• Basic understanding of VoIP phone systems (Mitel a plus).
• Basic understanding of LAN/WAN systems.
• Basic understanding of MFA and SSO.
• Familiarity with troubleshooting iOS and Android mobile devices.