Principal Desktop Specialist
Principal Desktop Specialist
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
General information
Description & Requirements
Broad IT providesand this role directly coordinatesenduser support for approximately 4000 laptops desktops and lab systems (Windows Mac and Linux) across Broads multiple buildings along with support for telephones printing services conference room A/V systems and a walkup service desk.The Desktop Support Specialist role is responsible for first line support for the Broad community either by email phone remote or inperson. The position requires a strong focus on customer service and an ability to work efficiently and effectively to fulfill service requests and solve a wide array of potential incidents. The work performed by an Desktop Support Specialist varies from day to day and as such the individual will need to be able to multitask often to ensure the work gets processed and the incident closure rate remains high.
The Principal Desktop Support must be knowledgeable in enduser computing technology and SaaS administration; capable of troubleshooting independently or as the point of contact when escalations are needed. As Site Lead for the Broad Clinical Labs campus in Burlington this position serves as the IT point person in support of service desk laboratory IT and audio/visual and collaboration events. In absence of sitespecific need this position will provide remote support for hybrid users and Broads Cambridge campuses.
Characteristic Duties:
- Initial triage and resolution for reported IT incidents.
- Delivery of standard IT services including but not limited to: endpoint management software entitlement and administration access and security control inventory management.
- Support the Broad end users by helping to examine document and improve IT processes and procedures.
- Facilitate the integration of Lab equipment into existing Broad IT infrastructure and services; ensuring the seamless acquisition storage and transfer of research data from laboratory instruments.
- Contribute frontline knowledge to the creation and modification of IT policy.
- Maintain accurate log and record of work and assets in Servicenow.
- Basic systems administration as required ranging from breakfix to full service ownership.
Minimum Qualifications:
- Degree in Computer Science or other technical discipline or equivalent experience building an indepth understanding of modern computing technology.
- Minimum of 5 years of related work experience will be required.
- Experience writing following and managing technical documentation.
- Ability to work under minimal supervision with expert time management.
- Previous customer service experience prior Lab support desired.
- Basic network troubleshooting (ping traceroute ipconfig DDI etc)
- Strong OS operation & troubleshooting experience (Windows Mac & Linux)
Desired Qualifications:
- Experience managing projects or complex IT integrations.
- Experience with endpoint management and entitlement systems and identity systems: Jamf Intune SCCM AD Okta.
- Familiarity with Service Now.
- ITILv4 foundational knowledge and relevant technical certifications.
Working Conditions:
- Normal office and wetlab (BL1BL2BL3 conditions PPE required in labs.
- This role is a required onsite position in Burlington MA
- Ability to lift up to 50 lbs.
- Salaried position 40 hour work week.
Required Experience:
Staff IC
Employment Type
Full Time
