Job Description
We are looking for a Help Desk Support Specialist to join our growing team in the heart of Boston, MA. As a premier technology firm, we pride ourselves on delivering exceptional service to our internal and external clients. If you have a passion for problem-solving and a knack for technology, this is the perfect opportunity for you.
In this role, you will be the face of our IT department, ensuring our team members have the tools they need to succeed. You will handle a variety of technical tasks, from hardware repairs to software installations, all while maintaining a high level of professionalism and customer service.
Responsibilities
- Provide tier 1 and tier 2 technical support via phone, email, and in-person for hardware and software issues.
- Manage and resolve incoming support tickets within defined service level agreements (SLAs).
- Install, configure, and troubleshoot workstations, printers, and mobile devices.
- Perform regular system updates and patch management to ensure security.
- Collaborate with the network engineering team to resolve complex connectivity issues.
- Document all technical issues and resolutions in the knowledge base.
Qualifications
- High school diploma or equivalent; Associate degree in IT or related field preferred.
- 1-3 years of experience in a Help Desk or IT Support role.
- Strong knowledge of Microsoft Office Suite and Windows operating systems.
- Familiarity with ticketing systems (e.g., ServiceNow, Jira) is a plus.
- Excellent communication skills and the ability to explain complex technical concepts to non-technical users.
- Strong problem-solving skills and a customer-centric attitude.