Job Description

Responsibilities

• Provide first-level support to end users by answering basic questions about computers or software applications, performing troubleshooting tasks to identify and resolve technical issues, and escalating or transferring issues to appropriate resources when necessary.
• Ensure all service desk tickets are addressed promptly and resolved within the service level agreements (SLAS) defined by the business.
• Support the research of emerging technologies and help to identify and analyze opportunities for new and/or improved processes and procedures.
• Co-own the implementation, configuration, and maintenance of new and existing systems. Lead projects to support the business and function, as needed.
• Own account administration, routine audits, and documentation of all process and procedures within the function.
• Assist with operating system updates and new software and hardware installations.
• Provide on-site support as needed in our Boston, MA office, and in other locations, as needed.

Experience, Qualifications, & Skills

• 3-4+ years hands-on experience in IT systems support and administration.
• Associate or bachelor's degree in computer science, information technology, system administration, or a closely related field, or equivalent experience, preferred
• Demonstrated research ability, ability to organize and communicate data and technical information in a way that is easy to comprehend, regardless of the audience.
• Ability to maintain a high level of confidentiality and adhere strictly to predetermined security protocols
• Ability to remain level-headed and act with precision and care even in high-stress situations.
• Proactive approach to learning and development, able to identify and pursue learning opportunities to successful completion

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