Information Technology Support Specialist
Job Description
Overview:
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One of our customers is hiring a full-time IT Support Specialist who will work onsite in Waltham, MA five days per week with a team of IT specialists to deliver excellent support and management of our customers’ environments. They will field issues and requests escalated directly by customer IT personnel, end-users, and monitoring tools. This role will have broad exposure across a range of end-user devices, enterprise audio-visual (AV) infrastructure, and corporate applications. The support specialist will be expected to work issues independently, and when needed, with the assistance of senior subject matter experts on the team. The ideal candidate will be a self-starter, with an ability to learn quickly and provide exceptional customer service.
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Rate:
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- Experience based: $20.00 - $35.00 per hour
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Shift Schedule:
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- 8:30 am - 5:00 pm EST
- Monday to Friday
- On-site five days per week in Waltham, MA (required)
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Qualifications, Education and Training:
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- MS Intune: 2 years (Required)
- MS Entra / Active Directory: 2 years (Required)
- Windows & macOS: 2 years + (Required)
- Slack / Teams / Collaboration Tools: 2 years (Required)
- Microsoft 365: 2 years (Required)
- Hands-on AV / Meeting Room Support: 2 years (Required)
- Zoom: 2 years (Required)
- CompTIA A+, Network+, Security+ (Preferred)
- Kanji / JAMF: 2 years + (Preferred)
- Microsoft MTA (Preferred)
- Google IT Support Professional (Preferred)
- Associate’s degree (Preferred)
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Experience:
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- 2-3 years in a technical support role
- Hands-on experience deploying, maintaining, and troubleshooting corporate AV systems and conference room environments
- Experience providing customer support
- Experience in 24x7x365 Managed Services preferred
- On-site IT Service Experience preferred
- Experience using ITSM and Monitoring toolsets
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Operations:
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- Triage tickets per specified severity levels.
- Refer / escalate customer issues to the appropriate level of support, as needed.
- Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required.
- Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs).
- Perform account management services – User Account creates/disables/terminations/name changes, etc.
- Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs.
- Supporting end-users by diagnosing and resolving computer hardware, network, application, and conference room AV / collaboration hardware issues.
- Assist with cross-training of other team members, as needed.
- Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations.
- Perform other tasks as assigned by management.
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Skills:
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Technical IT Skills:
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- Operating Systems: Windows, macOS, and Linux setup and troubleshooting.
- Networking: TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting.
- Helpdesk Tools: Jira, ServiceNow, or Zendesk for ticket management.
- Access Control: Active Directory or Azure AD for user accounts, user creation, and password resets.
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Audio-Visual (AV) Skills:
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- Hardware: Projectors, smart displays, microphones, speakers, and displays.
- Control Systems: Crestron, Extron, or Q-Sys configuration.
- Video Conferencing: Zoom Rooms, Microsoft Teams Rooms, and Webex.
- Signal Flow: HDMI, SDI, Dante audio, and XLR cabling.
- Highly analytical thinker and troubleshooter.
- Detail oriented with excellent documentation and communication skills.
- Self-motivated, passionate about technology, with the desire to learn new things.
- Foundational understanding of operating systems and servers, both physical and virtual.
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Benefits:
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- 401(k)
- Dental insurance
- Health insurance
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