IT Service Desk Support Specialist

At EBI we’re committed to providing deep technical, industry and commercial real estate expertise to help our clients navigate complexity and realize maximum value for their assets. For 35 years we’ve been helping investors, lenders, owners, developers, contractors, and property managers mitigate risk and optimize their built facilities for maximum economic, safety, and environmental value. We’re unique in our ability to deliver high quality, responsive services across the entire asset lifecycle, from rapid assessments, to advisory, to implementation and verification services, nationwide. Unlike other environmental consulting firms, we provide the full suite of commercial real estate and asset management services through to improvement and verification. Our experts leverage our proprietary assessment methodologies, benchmarking, regulation, and analytics tools across six core domains. 

EBI is your environmental, sustainability, engineering and health and safety partner, nationwide.   

Assess. Advise. Improve. Verify.  

Position Summary EBI Consulting is seeking a detail-oriented IT Service Desk Support Specialist to join our team. You will work across the organization to support end users, troubleshoot technical issues, and enable new employees with equipment, software, and training. You will need to identify, research, and resolve technical problems. The ideal candidate must possess the ability to multitask under pressure situations while managing and responding to trouble tickets in a timely manner. 

This position reports to the Director of Network Operations and will be an in-office designated position, requiring candidates to be on-site in our Burlington, MA corporate headquarters Monday- Friday during regular business hours. Therefore, candidates need to be geographically near Burlington, MA and comfortable with this working arrangement to be further considered.   

Essential Duties and Responsibilities 

• Service desk technical assistance: Manage our IT Service Management (Freshservice) support requests. This includes managing, tracking, and monitoring all help desk tickets to make sure they are updated and resolved in a timely manner 

• Diagnose and resolve employees’ technical issues: Use IT concepts, practices, and procedures to troubleshoot and resolve any tickets that are assigned to you  

• Document diagnosis and resolutions  

• Participate in Knowledge Base Contributions 

• Educate users on IT policies, procedures, and best practices 

• Responsible for setting up computers: Loading all software, security patches, email accounts, security settings, network connection settings 

• Monitor and provide updates for laptops and peripherals inventory 

• Responsible for virus/malware removal  

Qualifications and Capabilities 

• Preferred Bachelor’s Degree in field of MIS, Computer Science, or Information Systems 

• Must have experience with Microsoft Windows, Microsoft Office, and Virus/Malware removal 

• Experience working with Software as a Service (SaaS) applications 

• Be able to build new laptops and deploy and configure applications 

• Assist in managing Apple and Android phones mobile devices 

• Experience with Microsoft In-Tune, Adobe Acrobat, o365, Team Viewer and VPN applications are a plus 

• Strong interpersonal skills and ability to work with non-technical people over the phone and in person 

• Able to think logically and troubleshoot any issues through completion 

• Patience and Strong organization are a must with the ability to adapt quickly and work in a team-based environment 

• Ability to work independently to meet the needs of the business 

• Have strong attention to detail 

Application Disclaimer 

At EBI, we cultivate a welcoming and collaborative culture. We are proud to be an Equal Employment Opportunity employer and encourage diverse candidates to apply. We do not discriminate against qualified individuals based on their status as a protected veteran or individuals with disabilities, nor do we discriminate based on sex, race, color, religion, national origin, age, marital status, gender identity, gender expression, or sexual orientation. All vendors are expected to maintain a working environment free from discrimination or harassment. 

The reasonable estimate of the salary range for this position is $55,000 - $75,000. The salary range describes the minimum to maximum base salary range for this position across applicable US locations. This position may also be eligible for a bonus whereby total compensation may exceed base salary depending on individual performance. The actual compensation offered will be based on a range of factors that are considered in making compensation decisions including, but not limited to; geographic location, work experience, education, licensure requirements, knowledge, skills/level, qualifications and budget. For an overview of our benefits, please refer to our website.  

#LI-Burlington 

Salary : $55,000 - $75,000