IT Support Specialist

Location: Bedford, MA

Summary of Position Purpose:

The position is primarily responsible for ensuring that the end-user support needs of the business, including local and remote hardware and software support for desktops, laptops, printers, and other peripherals, are met. This position interacts with all levels of employees, and candidates must maintain a courteous, professional manner at all times. Candidates must have an ability to work independently, research and resolve problems quickly and efficiently, and multitask well while maintaining deadlines. A successful candidate must be able to communicate technical items to non-technical employees. Duties will include local and remote troubleshooting, problem resolution, and training. IT Support Specialists are expected to remain current with standard industry services, programs, developments, and features throughout their employment

Specific Responsibilities:

  • Provide hardware and software support for all desktop, laptop, and other mobile users, to our established standards and IT service level agreement
  • Coordinate with Department Managers and HR for add/move/change requests of computer and telephone equipment 
  • Conduct new employee orientation on computer use, IT policies, and best practices
  • Provide user-friendly, in-person and remote support to users in multiple locations
  • Inform customers of the status of their requests and ensure customer satisfaction
  • Handle tickets effectively within the service desk system and assist in Tier 0 solution development
  • Plan and ensure appropriate inventory; interact with vendors as required
  • Maintain and support print, scan, and copy equipment; resolve user issues as requested and coordinate with print services vendor
  • Comply with all Sarbanes Oxley and Part11 requirements
  • Assist Systems Administrator/s with server support as required
  • Provide end-user service reports as required
  • Other duties and projects as assigned

Experience, Knowledge, and Skills Required:

  • Bachelor’s degree in Computer Science or Network Administration, or equivalent work experience
  • 2-4 years experience in an end-user service management role, in a high-paced environment, with demonstrated troubleshooting skills
  • In-depth experience with endpoint hardware, operating systems, and applications; Microsoft certifications preferred
  • Advanced knowledge of the following:
    • Windows 10 OS
    • Office Desktop and 365 Suite
    • CrowdStrike Falcon Endpoint Protection, Microsoft Defender, or other endpoint protection software
    • Mobile device usage and troubleshooting
  • Good conceptual knowledge
    • Active Directory, DHCP, and DNS
    • TCP/IP, routing, and switching
    • Antivirus/malware prevention and removal
    • Other operating systems knowledge (pc and mobile)
  • Availability to work off-hours to perform required upgrades and maintenance
  • Ability to travel between facilities to provide support to end-users as needed

We are an equal opportunity employer, and we do not tolerate discrimination based on characteristics such as age, gender, gender identity and expression, genetic status, sexual orientation, race, ethnicity, national origin, religion, disability, military status, family status, or any other protected category under federal, state, or local law.

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