IT End User Services Specialist

Job Title: IT End User Services Specialist

Reports To: Helpdesk Manager

Department: IT

Location: Boston MA

Salary Range: $90000 - $120000

The IT End User Services Specialist delivers a white glove professional technology experience for the firms employees. The role combines hands-on technical troubleshooting as well as liaising with others on the IT End User Infrastructure and Security teams when necessary in order to ensure that prompt thorough resolutions are provided to our internal clients. Our Specialists are ITs ambassadors to the rest of Leerink taking ownership of issues through resolution to help ensure our colleagues can use technology to work effectively securely and productively.

Primary Duties and Responsibilities

• End User Support: Provide prompt comprehensive white glove technical assistance for break/fix issues and request fulfilment involving desktop/laptop hardware software office phones and mobile devices.
• Ownership & Accountability: Taking ownership of tickets that come in setting expectations with our end user clients (including VIPs) troubleshooting and researching as well as engaging others as needed and ensuring a white glove resolution is provided and expectations are ideally exceeded.
• Ticket Management: Efficiently identify evaluate triage log and prioritize incoming IT requests utilizing JIRA updating tickets with steps taken and resolution details.
• Desktop / Laptop Management: Install configure upgrade and rebuild workstations. Troubleshoot and replace hardware and peripherals as needed.
• A/V Troubleshooting and Assistance: Troubleshoot A/V systems in conference rooms and assist colleagues in getting logged in and connected to meetings.
• Lifecycle & Operations: Perform technology onboarding and termination processes. Work with the facilities team to keep up to date records of hardware inventory and location.
• On-site Vendor Liaison: Serve as an operational liaison for on-site third-party vendors (facilities vendors hardware technicians).

Technical Systems

• Operating Systems & Hardware: Windows 11 iOS (iPhones and iPads) and Android PC hardware components
• Productivity Software: Office 365 Suite Chrome Zoom Acrobat
• Financial Services Platforms: Bloomberg Refinitiv (Thomson Reuters) S&P FactSet AlphaSense Macabacus CapIQ FlexTrade Color Palette WEX
• User Administration: Active Directory Exchange M365 Intune Duo
• AI Platforms: Rogo ChatGPT Copilot Claude
• Network & Process Tools: Fundamental understanding of TCP/IP and DNS web filtering networking basics.
• Voice: Mitel Teams Trading Turrets
• A/V: Teams Zoom Crestron Neat

Essential Experience and Qualifications

• Personality: Energized by Helping People Friendly Collaborative Team Player Tenacious Outgoing Empathetic Outstanding communicator. Proven ability to maintain poise professionalism and client focus while interfacing with high-pressure users. Able to think critically in any situation.
• Experience: Minimum of 35 years end user support help desk or desktop support experience. Ideal candidates will have worked for a financial services firm supporting end user clients at investment banks or alternative investment companies (hedge funds private equity or family funds).
• Schedule: Must be able to be in the office 5 days per week (M-F 7:30-4:30p) and participate in weekend on-call rotation with other members of the team.
• Physical Requirements: Ability to lift 50 lbs. install IT equipment such as monitors and PCs and work within semi-confined spaces such as IT closets.
• Education: Bachelors degree (or equivalent professional experience). Relevant IT certifications are a plus.
• Technical Experience: Extremely comfortable supporting end users within a fast paced Microsoft-centric environment.