Help Desk Support Specialist

Position Summary:

The Help Desk Support Specialist is a customer service professional responsible for front-line IT support for both onsite and remote personnel at Mevion Medical Systems.  This person must be able to respond to, diagnose, and resolve basic computer and application issues in a professional and efficient manner for a diverse audience ranging from highly skilled technicians to professional engineers to business and finance teams.  This person is highly motivated in a culture of continuous improvement, always looking for ways to share knowledge and create efficiency in daily tasks.

Essential Functions:

1. Responds to end-user requests for technical assistance by phone, email, or ticketing system.
2. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. 
3. Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
4. Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
5. Escalates problems to appropriate levels or teams to achieve issue resolution.
6. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords.
7. A desire to work with all IT function areas including desktops, networks, and servers.

 Experience Preferred: 

1. Microsoft 365 Administration
2. Microsoft Active Directory / Entra ID
3. Atlassian Suite
4. Salesforce 

Education, Training, and Experience:

1. At least 2-5 years’ applicable experience.
2. A customer focused mindset and an innate ability to respond to customer expectations and requirements is essential. 

Physical and Environmental Considerations:

1. Must be able to sit/stand for long periods of time.
2. Required use of standard office equipment including laptop, phone, copier, etc.
3. Typical office environment.
4. Must be able to walk through the factory environment safely.

 Position is Contract to Hire.