Service Support Analyst
Service Support Analyst
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Job Description
Job Description Summary:
Fenwick is seeking an IT Service Support Analyst in our Boston office location. Under direct supervision of the IT Service Manager the analyst provides first-line investigation and diagnosis of incidents using the incident management process. The Service Support Analyst acts as the first point of contact between IT and the end-user. The qualified candidate will navigate computer hardware issues challenges with our operating and network systems in addition to navigating issues that are affecting our various applications and proactively finding solutions and workaround for these various issues.This is a 100% onsite position. The work schedule for this role will be 40 hours per week (non-exempt) Monday - Friday from 9:00 am - 6:00 pm.
Job Description:
- Provide computer network and software support to the end-user community via telephone email remote-access direct messaging (i.e. Teams) or in-person.
- Install or relocate computers systems including monitors printers etc.
- Install application software based on corporate standards/security and end-user requirements.
- Coordinate conference setups in conjunction with the AV department.
- Participate in departmental committee and technical meetings to discuss and resolve user issues and implement new projects.
- Monitor and maintain loaner notebook computer inventory.
- Diagnose and repair computer hardware and contact vendor when necessary.
- Other duties as assigned.
Desired skills and qualifications
- Knowledge of desktop applications from the Microsoft Office family.
- Knowledge of Windows 11 operating system.
- Experience supporting end-users in an office environment utilizing current LAN technology and network printing.
- Strong interpersonal skills and an ability to be flexible in a fast-paced and deadline-driven environment.
- Provide excellent customer service to the end user in a timely manner.
- Ability to understand the business objectives and that the end users problem affects the business; and proactively solve.
- Ability to work with a variety of computer desktop and notebook hardware including laser printers flat panel monitors cabling and connectors for networking and peripherals.
- Diagnose and repair computer hardware and liaise with various vendors when necessary to resolve issues.
- Ability to work under pressure and effectively prioritize tasks.
- Good troubleshooting and problem-solving abilities.
- Possess a proactive mindset and the ability to learn and support new technologies.
- Ability to use Service Desk ticket tracking and management software.
- Effective verbal and written communication skills.
- Ability to manage confidential information in a discreet and secure manner.
- Ability to work in a team environment.
- Manage and maintain loaner notebook/computer inventory.
- Practice prevention of transmission of disease protocols as required by the local government building owners and Fenwick policies and procedures.
- Ability to be flexible around working hours depending on the needs of the business.
- May perform other duties as assigned including work in other areas to cover absences or relief to equalize peak work periods or otherwise balance the workload.
Reporting to the IT Service Manager the ideal candidate will have 1 years in a customer services role dealing working directly with end-users and 2 of experience in using computer hardware and software focused on Microsoft technologies. Bachelors degree strongly preferred.
Benefits and Compensation Details:
At Fenwick we believe that our partners and employees are our most important asset. Helping you and your families achieve and maintain good health - physical emotional and financial - is the reason we offer a comprehensive benefit program. We provide benefits to eligible employees under plans such as Healthcare Life Insurance Health Savings Accounts Flexible Spending Accounts and Wellbeing.
The anticipated range for this position is:
$69000 - $97500Depending on the role the actual base salary offered may depend upon a variety of factors including without limitation the qualifications of the individual applicant for the position years of relevant experience level of education attained certifications or other professional licenses held and if applicable the location in which the applicant lives and/or from which they will be performing the job.
A discretionary bonus for eligible employees may also be available based on performance. Additional information about employee eligibility for benefits and discretionary bonus will be made available upon request.
Required Experience:
IC
Employment Type
Full-Time
