Location:  Boston, MA 

This role is responsible for identifying software and technical issues associated with user issues reported to the Help Desk.  It is also required to work on multiple complex projects independently.

Essential Functions: 

  • Diagnoses and troubleshoots software and hardware problems and helps customers install applications and programs
  • Provides technical support to resolve network issues, configuring operating systems and using remote desktop connections to provide immediate support
  • Tracks clients’ requests and solutions, delivers metrics, establishes trends and outliers, and delivers standard reports for periodic management review
  • Monitors ticketing system and makes sure tickets are addressed in a timely fashion
  • Performs preventative maintenance for clients, including server updates, checking backups, anti-virus and application maintenance
  • Provides remote support to clients over the phone using remote assist tools
  • Manages intake of internal and external technical support requests establishing priorities
  • Applies technical knowledge and systems/software expertise to identify root cause of customers issues responding and articulating solutions
  • Triages between client and vendors to assist in resolving client issues with hardware, software, communications (networks/ISP’s), phone systems, PDA’s, and desktop applications
  • Collaborates with teammates to further develop self-knowledge of technology while supporting same teammates to meet or exceed customer solutions
  • Provides one-on-one training and support to teammates and new hires
  • Occasionally supervises teammates, as needed
  • Documents all hours on a daily basis, separating billable hours from non-billable hours, using as much detail as possible and submitting timesheets on time
  • Assumes flexibility with rotating schedules, providing on-call support, as assigned
  • Balances high volume of requests/issues with a sense of urgency, tact and diplomacy while meeting deadlines/expectations
  • Addresses client needs and concerns appropriately and promptly, escalating tickets appropriately to the correct Senior IT Consultant
  • Participates in external and internal meetings to provide technical expertise, as needed
  • All other duties, as assigned

 

Key Skills/Experience/Education/Competencies:  

Skills:           

  • High level of professionalism and a courteous demeanor
  • Strong knowledge and proficiency with Microsoft Office products (Word, Excel, and PowerPoint), networks and systems, such as HP and Dell
  • Strong experience with LAN, WAN, and WLAN technologies
  • Strong knowledge in implementation and troubleshooting Cisco Nexus, Catalyst, and ASA devices
  • Working knowledge of other enterprise class switches (L2/L3), routers, load balancers, and firewalls
  • Proficient in network routing protocols like OSPF, BGP, EIGRP, and HSRP
  • Configures and troubleshoots VPNs
  • Technical expertise in network, storage, virtualization, and integration across multiple vendors
  • Experience working with diverse environments
  • Strong interpersonal and positive teamwork skills
  • Strong written and verbal communications skills with a keen sense of verbal and non-verbal cues to engage potential and existing clients in person, by phone or through other means to assess and respond to users’ needs
  • Exceptional client relations skills to engage and service clients effectively based on the organization’s values
  • Effective critical thinking, analytical and problem-solving skills to obtain business solutions, such as to detect changes in circumstances or events
  • Strong organizational, multi-tasking, detail-oriented, and time management skills
  • Required to work on multiple complex projects independently, as well as effectively working within a team
  • Strong documentation skills
  • Adaptability to changing priorities, as needed
  • Strong judgement and decision-making skills
  • Works effectively both independently and in a team-based environment with limited supervision
  • Maintains a high level of confidentiality

Experience: 

  • 3-6 years’ experience in network administration or Help Desk role
  • Experience
  • 3-6 years working on multiple complex projects independently, as well as working within a team to identify software and technical issues associated with user issues reported to the Help Desk

Education:

  • High school degree
  • Bachelor’s degree in a technical area, such as Computer Science, Business Management or applicable field, preferred
  • Working knowledge using Office 360, a plus
  • Training or certificates in current systems and software in use (e.g., Microsoft Office, Cisco Network Systems, VMware, and diverse networking environments, such as Dell and HP)

Working Environment/Physical and Mental Job Requirements:

 Working Environment:  Office setting with 100% of time sitting or standing, but may also include stooping, kneeling, reaching, lifting and/or carrying up to 20 lbs. during the course of the work shift.   

 Physical:  Requires acceptable vision to clearly read office or laptop computer screen. Works over sustained periods on computer requiring finger dexterity and concentration.  

 Mental:  Required to sustain focus to identify and resolve client system problems. Expected to manage stress associated with diverging and competing priorities and personalities. Required to diffuse conflict situations and frustrated clients, both internally and externally using diplomacy and technical expertise. 

 

Disclosure: 

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.  Other duties may be assigned.  The Company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, work load, rush jobs, or technological developments).