IT Support Analyst

Responsibilities

• Serving as the first point of contact for IT issues across the company.
• Ensuring all IT related inquiries are handled professionally and supportively.
• Based out of Boston, MA, with a flexible hybrid schedule (minimum 3 days/week in office).
• Maintaining a flexible schedule to travel to other offices throughout the US (east coast) as needed.
• Acting as level one and, at times, level two systems support for all Enterprise people and contract workers.
• Troubleshooting PC/laptop related problems either via phone or by using remote tools.
• Identifying and escalating issues to the correct members of the technical team while ensuring they are resolved in suitable timelines and to appropriate priorities.
• Logging and managing incidents and service requests via the standard ITSM tools and guidelines, ensuring service levels are met, and escalating delays and issues within appropriate timescales.
• Following up with customers’ status and information as problems are resolved.
• Working with external vendors when necessary to perform advanced troubleshooting, which may include not only infrastructure products but security vendors when necessary.
• Using standard practices and guidelines including support structures and escalation protocols, internal and external, to ensure prompt and documented problem resolution.
• Maintaining a high level of knowledge for the installed application base within the enterprise where the application has been moved to ongoing support.
• Working on technical projects with supervision from the IT Support Manager and members of the infrastructure team.
• On-boarding, migrating, and off-boarding users according to service levels.
• Checking backups and providing external IT Department contact.
• Ensuring hardware and software assets are recorded properly in asset registers.
• Performing system administration for IT infrastructure by installing upgrades and regularly released patches for Microsoft-based servers/desktops as well as telephony systems.

Qualifications

• Degree in Computer Science or related field or 3 years equivalent work experience.
• 1-3 years demonstrated experience using ITIL v4 methodologies preferred.
• Hands-on experience working within a helpdesk environment.
• Application/systems support experience is desirable with:
• Laptops, PC’s, macOS, iPhones, Androids
• AD, DFS, DNS, WSUS, Print Services
• Microsoft Windows 10/11
• Troubleshooting Microsoft Office applications (Excel, Outlook, PowerPoint, Word, Teams)
• Microsoft Exchange (On-Prem/365)
• Microsoft Windows Server 2016/2019
• Patch/Security Management (WSUS, Group Policy, Update Rings)
• Deployment Technologies (SCCM/AutoPilot/In-Tune)
• Wired and Wireless networking technologies
• JAMF Device Management and Security
• Backup technologies (Veeam, Egnyte)
• Automation of AD and Exchange (PowerShell)
• Fortinet VPN and Direct Access (or other remote working technologies)
• Office 365 Administration
• Excellent problem solving and customer service skills.

Benefits

• Competitive salary plus bonus scheme
• Medical, dental, and vision insurance options
• 401(k) plan with employer match
• Generous amount of paid time off annually + 10 paid holidays & 2 floating holidays
• Flexible spending accounts for health and dependent care
• Health savings account option with employer contribution
• Employee Assistance Program
• Paid short-term and long-term disability coverage
• Life insurance at 1.5x base salary and much more