Job Description

IT Support Specialist


Boston MaMassachusetts

Date Posted:


Employment Type:



Tommy Tran

Recruiter Email:

Job ID:

JN -072020-14083

Job Description

Position Description:
Reporting to the Director of Information Technology, this position will maintain an effective, high-touch end user support process that meets the needs of a professional, global and mobile staff.  Candidates need to work well in a fast-paced, high pressure environment and be service oriented with a demanding user population. Excellent communication skills are critical, as well as the ability to juggle multiple high priority tasks without losing attention to detail. Candidates must be approachable and comfortable working with users at all levels of the organization.

This position will be the first point of contact for IT support and a member of a larger team of technology professionals. Candidates need to be a self-starter and take a level of ownership over the overall quality of support being provided, yet also effectively collaborate with other members of the IT team and provide remote support to all employees across all other office locations.

Specific Responsibilities:
Responsibilities will include but not limited to:
  • Manage, prioritize, and respond to onsite and remote user support requests, on and off hours, with a sense of urgency. Provide status and feedback to users and the IT staff on issues and resolutions.
  • Help identify repetitive issues and work towards a permanent solution.
  • Administer and configure Windows computers, smartphones, tablets, IP phones and other productivity enhancing hardware.
  • Help maintain accurate and current system documentation and equipment inventory.
  • Take a proactive approach to the application of technology to improve services and productivity.
  • Apply systems analysis techniques and procedures, including consulting with users to determine hardware, software or system functional specifications
  • Participate in off hours support as needed
  • Various ad-hoc projects as needed
  • Excellent communication skills and customer service attitude
  • Four-year degree or equivalent technical work experience
  • 3+ years of hands on job related experience
  • Advanced technical knowledge of Microsoft desktop OS and Office applications
  • Experience supporting a Microsoft environment utilizing the Windows, Office, and Windows Server technologies.
  • Experience with Microsoft Active Directory, group policies, user profiles within Windows, imaging software, and file/security permissions.
  • Experience with desktop firewall and Anti-Virus/Malware technologies
  • Understanding of LAN, WAN & voice network environments, routing protocols, various technology architectures including TCP/IP, DHCP, DNS, LAN, WAN, Wireless, VPN.
  • Ability to support a varied mix of end user software, database applications and SaaS solutions.
  • Comfortable working in data centers, office relocations, and server room build outs.
  • Experience administering and supporting mobile platforms, including MobileIron or AirWatch and various iOS devices.
  • Understanding or experience with virtualization technologies - VMware ESX and vCenter a plus.
  • Understanding or willingness to learn network technologies – Cisco IOS and Palo Alto Firewalls a plus.
  • Support of telecommunications and video conferencing technology, with knowledge of IP telephony – experience with Cisco UC systems a plus.
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