Provides comprehensive IT support to end users, including hardware, software, training, and proactive technology solutions. Acts as a bridge between technical teams and business users to ensure seamless technology operations and optimal user experiences.

Candidates MUST be based in Boston, MA or ST Louis, MO and be able to work a hybrid schedule.

Duties & Responsibilities

The primary responsibilities of this job include, but are not limited to:

Troubleshoots and resolves hardware and software issues for Windows and Apple devicesTroubleshoots basic video conferencing issues both in person and remotelyDocuments issues using ServiceNow ticketing systemBuilds, configures, and deploys workstationsInstalls and configures approved softwareMaintains the IT Support lab, storage, and deployment areasUtilizes inventory management process for all computing devices, peripherals, and componentsParticipate in the afterhours on-call rotationParticipate in White Glove, VIP supportIdentify incident trends and alert appropriate teams of systemic issuesWork closely with operations, engineering, network, and security teams to facilitate resolutions to open requests and incidentsIdentify process improvements and other enhancements that improve operational efficiencyCreates and updates documentation for existing processesOther projects and duties as assigned

Qualifications (Education & Experience)

Qualifications include:

Bachelor’s degree in Information Systems or equivalent experienceSelf-starter and able to work with little supervision while asking for assistance if neededMust be able troubleshoot personal technology devices, including Microsoft Windows laptops, desktops, Apple laptops, iPadsMust be familiar with troubleshooting both Windows and Mac OSMust be able to use and troubleshoot Microsoft Office SuiteFamiliarity with Microsoft Teams, Zoom and other meeting collaboration tools requiredExperience running meetings in an auditorium setting a plusActive Directory Experience requiredSCCM, Intune and Azure experience a plusFamiliarity with remote support tools such as remote desktop and LogMeIn Rescue requiredFamiliarity with basic networking concepts requiredFamiliarity with Cisco network and video conferencing equipment a plusPhone system support a plusAbility to remain calm in a fast-paced, changing environmentAbility to organize, prioritize, plan, and execute workAbility to work alone and within a team environment

Additional Description :

Competitive Pay $53,419 to $74,787 annually.