Overview

Stax is seeking a Technical Support Specialist to work in our Boston office on a Temporary Contract. This is an onsite position. We are looking for people who are passionate about technology, learning, and finding solutions to the hardest challenges businesses face today. This role requires a combination of technical skills, customer service, and a deep understanding of Windows operating system (mostly Windows 11), Microsoft Office Suite, and other Microsoft technologies. At Stax, you will always have intellectually challenging projects to support our team. This role reports directly to the Head of IT. 

Responsibilities

The Technical Support Specialist serves as a trusted technical resource to the end-user community of Stax. This role provides support (level 1 and 2) to end-users. Your goal will be to ensure that our staff experiences minimal downtime and receives efficient and effective support. Your position will entail the set-up and maintenance of office equipment (desktops, printers, etc.), A/V conference room equipment, and assisting the network team in configuring network devices, and assist with mobile/hand-held devices (iPhones, iPads, Android, tablets.)

Specifically, in this role you will: 

• Provide level 1 and level 2 technical support and incident management service desk functions to end-users remotely and in-person.
• Perform installation, maintenance, and repair of desktop/laptop computing systems. 
• Support MS Team softphone. 
• Support and administration of Windows 11 operating systems with limited iOS.
• Support for collaboration tools such as Microsoft Teams, Zoom, GoToMeeting, etc.
• Diagnose, troubleshoot, and repair computing hardware and software applications. 
• Provide support for all standard productivity software (Microsoft O365 / Office Suite - Word, Excel, PowerPoint, Outlook; Microsoft Teams, etc.). Including installation, troubleshooting, and end-user assistance and training.
• Perform installation, configuration and maintenance of back-up and anti-virus software on all desktop/laptop operating systems.
• Educate and train professional administrative/operational staff on proper computing techniques, security awareness, and use of software applications.
• Assist in Azure Active Directory account creation, system monitoring, triaging support tickets, and resetting end-user passwords.
• Install and configure new end-user devices including Windows OS, computers, printers, smart phones, tablets, and other computing related devices.
• Assist with the installation and troubleshooting of VPN and other remote access software.
• This position is located in our Boston office, requires in office presence 5 days a week and flexibility in adjusting work schedule to accommodate priority needs, system downtime, and emergencies.

Qualifications

• Experience in administration, maintenance, and end-user support of Windows OS. 
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to work effectively and collaboratively as part of a team.
• Excellent organizational skills.
• Highly detail-oriented, strong documentation skills, and able to make connections between similar problems.
• Excellent communications and interpersonal skills, including the ability to build strong working relationships with end-users of diverse personalities and professional backgrounds.
• Strong customer service focus; white-glove service.
• Ability to work independently, self-motivate, and to manage multiple conflicting priorities simultaneously is essential.
• Ability to research hardware and software issues in a thorough manner.
• Ability to track and finish tasks on time, including meeting deadlines and dealing with problems or delays in advance.
• Experience in installing, maintaining, troubleshooting, and using standard systems and software applications: MS Office Suite and Microsoft O365 (including Outlook); SharePoint.
• Understanding of and experience with TCP/IP networking and related protocols. 
• Understanding of desktop/laptop security tools and applications.
• Strong understanding of IPsec, IT Controls, and Cyber Security.
• A bachelor's degree in related field or equivalent relevant professional experience. 
• Experience with Avanan, KnowBe4, MS O365 Admin. 
• Desktop Technician: 2 years (Required) 
• Windows 10: 2 years (Required) 
• Office 365: 1 year (Required) 
• Azure Active Directory: 1 year (Required)