IT Support Specialist

Roessel Joy has partnered with a growing organization located in Boston, MA to seek out an IT Support Specialist. The IT Support Specialist is responsible for providing first-level phone and email support on various technical issues involving hardware and software.

In this position, you will be the first line of support. You will handle initial evaluation, troubleshooting, problem-solving and will escalate to appropriate staff if a higher level of technical support is required.

Requirements

Provide customer service while supporting remote and office-based staff in a fast-paced environment.

Support includes, but is not limited to, Macs (primarily), PCs, AV, smartphones, phone, and voice mail systems, both in and outside the office

Manage local technology to increase reliability, security, interoperability, and effectiveness of customer work while reducing costs, both in the office and at a remote site

Assist in preparing and deploying Apple and PC laptops for staff, including configuration and imaging

Manage user accounts in Active Directory and across various SaaS tools.

Hardware and software asset tracking and inventory management

Coordinate the repair and maintenance of AV equipment, office printers, and computing equipment with outside vendors

Provide on-site technical support at special events, e.g., executive speeches, press conferences, offsite meetings, etc.

Troubleshoot video conference and telecommunications systems

Maintain problem call history by recording calls in the help desk tracking database; analyze call data to identify improvement opportunities proactively

You should have the following:

Education in Technology or equivalent experience or minimum of 2 years of experience in a similar role

Experience in effectively communicating and presenting technical concepts to management, peer group, and staff

Experience troubleshooting macOS, Windows 10, Microsoft Office Suite, Web browsers, VPN/network connectivity, Google G Suite environment, SaaS tools, Audio Visual equipment

Basic skills in the following areas: Mac/PC laptop hardware, software, telecommunications, mobile devices, and networking

Lifting/moving equipment is required

Knowledge of MDM solutions, Directory Services, and SSO a plus

Provide customer service while supporting remote and office-based staff in a fast-paced environment. Support includes, but is not limited to, Macs (primarily), PCs, AV, smartphones, phone, and voice mail systems, both in and outside the office Manage local technology to increase reliability, security, interoperability, and effectiveness of customer work while reducing costs, both in the office and at a remote site Assist in preparing and deploying Apple and PC laptops for staff, including configuration and imaging Manage user accounts in Active Directory and across various SaaS tools. Hardware and software asset tracking and inventory management Coordinate the repair and maintenance of AV equipment, office printers, and computing equipment with outside vendors Provide on-site technical support at special events, e.g., executive speeches, press conferences, offsite meetings, etc. Troubleshoot video conference and telecommunications systems Maintain problem call history by recording calls in the help desk tracking database; analyze call data to identify improvement opportunities proactively You should have the following: Education in Technology or equivalent experience or minimum of 2 years of experience in a similar role Experience in effectively communicating and presenting technical concepts to management, peer group, and staff Experience troubleshooting macOS, Windows 10, Microsoft Office Suite, Web browsers, VPN/network connectivity, Google G Suite environment, SaaS tools, Audio Visual equipment Basic skills in the following areas: Mac/PC laptop hardware, software, telecommunications, mobile devices, and networking Lifting/moving equipment is required Knowledge of MDM solutions, Directory Services, and SSO a plus