Position Summary

908 Devices is looking for an experienced IT professional to join our growing organization. We are running a hybrid IT environment utilizing both on-premises and cloud-based services and, as an IT Support Specialist, you'll be responsible for providing onsite support to employees in our Boston, MA HQ as well as a growing number of remote employees. As a member of the IT Department, you will manage day-to-day IT support activities as well as IT projects and initiatives. The size of the company implies that you'll be a hands-on and trusted IT partner across the organization. Excellent technical aptitude is expected, as well as strong organization, troubleshooting and interpersonal skills.

Key Responsibilities

• Research, diagnose, troubleshoot, and identify solutions to resolve IT issues(PC problems related to hardware and software)for onsite and remote employees.
• Escalate issues to senior IT staff when necessary.
• Take ownership of issues reported and see problems through to resolution, including issues that are escalated to senior IT staff.
• Monitor and manage the ticket queue and ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAs.
• Perform hardware deployment and asset management:
• Perform deployment activity of PCs (moves, adds, changes).
• Provision new computers and assist with new employee onboarding.
• Maintains PC inventory, track equipment as it is installed/upgraded/ or redeployed.
• Order replacement parts and repair laptops and desktop computers.
• Keep an up-to-date inventory of all standard and add-on software.
• Participate in new user onboarding.
• Prepare material and deliver hands-on training for new employees in New Employee Orientation.
• Participate in troubleshooting/support of onsite network and servers.
• Participate in IT Projects.
• Provide technical consultation, support, and training to assigned areas as needed.
• Deploy and maintain audio-visual equipment.
• Participate in Enterprise Communication Plans for IT software and training content so that employees are aware of new software being released and how to maximize it use.
• Maintain Knowledge base for internal resolutions as well as external resolution instructions for end-users.
• Create and/or improve the Support Knowledge Base to document issues, errors, and solutions so repeated problems can be resolved faster.
• Research documentation and knowledgebase articles and collaborate with team members to determine the proper troubleshooting course of action.
• Performs other related tasks as assigned.

Skills & Qualifications

• Ability to quickly grasp, understand and use new technologies.
• Strong customer service focus and a desire to successfully interact with end-users and peer teams.
• Ability to work under pressure and respond calmly in high stress situations.
• Ability to work effectively with minimal supervision by employing effective time management and prioritization skills.
• Experience with:
• Server and Network Infrastructure
• Desktop and Laptop Computers
• Windows 10/11, Windows Server, Linux
• Microsoft 365
• Cloud IT Services
• Excellent organization, communication, and interpersonal skills.
• Solid analytical and problem-solving skills.

Education & Experience

• 3 Years providing end user IT support or some combination of the following:
• Bachelor's degree in Information Technology/Systems or a related field
• IT Certifications
• IT Training
• Customer Service experience
• Student/Intern IT experience