IT Client Support Technician

Location: Cambridge, MA
Job Code: 1917
# of openings: 1

Description

Job Qualifications: 
 
Qualified candidate must have three or more years of experience in the IT field, and industry relevant certification or education equivalent to the position’s responsibilities demonstrating the capability to provide technical support for computer, network, telephony, and IT infrastructure components enabling end users can accomplish assigned tasks. This includes receiving, prioritizing, documenting, and resolving end user support requests. The successful candidate will use problem resolution skills, experience, diagnostic tools, and help request tracking tools to provide world class customer service.
 
Specific Responsibilities:
 
The IT Support Specialist is responsible for managing all phases of client technical assistance to Aurora employees, contractors, and guests at their primary facility and remote support for users located at other Aurora facilities, satellite offices, or offsite locations as necessary. The candidate will report to the home site IT Manager. Responsibilities include:

• Efficiently prioritize work to meet level of service deadlines.

 Field incoming help requests from end users via both telephone and email in a courteous manner.

• Escalate problems (when required) to the appropriately experienced technician or next tier of support.

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.

• Maintain focus on data security, following compliance requirements, company policies, and industry best practices.

• Identify and learn appropriate software and hardware used and supported by the organization.


• Support audio visual systems in conference and multi-purpose rooms for scheduled meetings and events.

• Perform hands-on maintenance and support at the workstation level, to include: hardware and software technical issue resolution, software installations and upgrades, file backup and restoration activities, and vulnerability mitigation.

• Configure new systems and replace legacy systems as business requirements dictate.

• Administer domain security policies, i.e. account creation, assign access permissions, and OU placement.
 
Minimum Requirements: 
 
Candidate must have demonstrable experience supporting the following:

• Microsoft Windows workstations in an enterprise domain environment

• Microsoft Office suite support 

• Malware mitigation / removal

• Experience troubleshooting basic network connectivity issues

• Experience utilizing remote support tools (Dameware / Teamviewer / RDP)


 A preferred candidate is an enthusiastic self-starter, with initiative and drive to get the job done. The candidate can show a successful track record of client facing projects in an enterprise environment and experience with the following:

• Data security practices in a corporate environment enabling protection of PII, ITAR, or CUI/CDI categories of data

• Office 365 client support and configuration for Skype For Business, Office 2016, SharePoint, and OneDrive

• Experience using Active Directory Users and Computers for account level changes

• Experience with revision control technologies (e.g. SmarTeam, GIT, or SVN) and their supporting infrastructure

• Experience supporting audio visual equipment in a conference room setting

• Experience with IT software packages for helpdesk ticketing and asset management
 
Physical Requirements:
 
The Candidate must be able to lift and transport moderately heavy objects (~40 lbs.) such as computers and peripherals.
 
Shift Requirements:
 
Flexible with core hours between 08:30am and 05:30pm



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