Job Description

IT Support Specialist

Location:

Boston,  Massachusetts

Date Posted:

7/22/2022

Employment Type:

Consulting

Recruiter:

Mohamed Barami

Recruiter Email:

mo.barami@avidtr.com

Job ID:

JN -072022-15150

Job Description

IT Support Specialist

Job Summary:
Our client is looking for an IT Support specialist to provide internal technical support for our end users through Phone, Chat, or other channels to quickly and efficiently resolve incidents and process requests. Someone that Has frequent interactions with customers, vendors & other analytical & business staff & therefore, must be effective in interpersonal communications and problem solving. Uses a high degree of patience and problem management techniques to solve problems and follow through on resolution with users. Also: 
 
  • Assist with Ticket Queue Management and Access Management Tasks.
  • Assist in research, development, design, architecture, deployment & support of all client facing technologies.
  • Responsible for client-side imaging technologies for all supported software and hardware platforms.
  • Accountable for all software, hardware, and business application support compatibility with current and future technologies.
  • Attends project/product meetings & maintains a current level of knowledge & training in related disciplines.
  • Consults solution base and peers to optimize problem resolution. Adheres to established standards in resolving issues.
  • Keeps up with current & future client technologies, infrastructure operations & industry best practices & certifications.
 
Primary/Essential Duties and Key Responsibilities:
  • Coordinate and/or perform fixes over the Phone/Chat/or any other introduced channels
  • Diagnose/troubleshoot issues and provide assistance to colleagues ensuring they are dealt with in a pleasant, professional and timely manner
  • Maintain working relationships with all IT & business resources, acts as the liaison between support staff & senior technical resources
  • Ensure proper/accurate/up-to-date documentation and categorization for all problems, incidents and requests
  • Create or update knowledge articles as needed
  • Provide technical training to team members
  • Responsible for escalating all incidents and requests to appropriate support teams when resolution or process is unknown or out-of-scope in a timely manner
  • Support other IT groups as needed
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