Service Desk Specialist

Brief Description

As a ervice Desk Specialist, you will provide advanced technical support to clients and internal users, ensuring timely and effective resolution of complex IT issues. This role involves significant discretion and independent judgment in diagnosing and resolving technical problems, managing IT projects, and collaborating with other IT teams.

This is a hybrid position out of either our Peabody, MA office or our Lincoln, MA office.

Moore is a data-driven constituent experience management (CXM) company achieving accelerated growth for clients through integrated supporter experiences across all platforms, channels and devices. We are an innovation-led company that is the largest marketing, data and fundraising company in North America serving the purpose-driven industry with clients across education, association, political and commercial sectors.

Check out www.WeAreMoore.com for more information.

Your Impact:

• Provide timely and effective technical support to clients via phone, email, chat, or remote access.
• Participate in the Service Desk support function, including rotation within the “after-hours” service desk function.
• Diagnose and resolve complex IT issues, such as hardware malfunctions, software errors, network connectivity problems, and security breaches.
• Build and issue Windows and Mac laptops for new user setups or replacement systems for existing users using automated tools.
• Provides on-site technical support to resolve technical issues across various locations, ensuring timely and effective solutions for end-users. This position will physically support two to three locations within the specified area.
• Assist additional IT Teams as needed, Systems Administration, Systems Engineering, Network Engineering.
• Oversee the complete setup of workstations, primarily integrated Apple and Microsoft systems.
• Provide expert support on Mac OS and iOS devices, Microsoft Office 365, and various other business applications.
• Log daily support calls in the service desk ticketing system and ensure accurate documentation of IT incidents, solutions, and knowledge base articles.
• Escalate unresolved issues to the appropriate IT teams or vendors and follow up to ensure resolution.
• Develop and implement procedures for new user setups, computer builds, and employee separations to ensure the security of all systems.
• Administer and maintain all equipment, hardware, and software upgrades.
• Practice asset management and related documentation and technical specifications information.
• Administer and maintain end-user accounts, permissions, and access rights.
• Collaborate with other IT teams on projects and initiatives, such as system upgrades, migrations, and deployments.
• Stay updated on the latest IT trends, technologies, and best practices.
• Provide training and mentorship to junior IT staff and assist in their professional development.
• Participate in the hiring process for new IT staff, including interviewing and making recommendations for hiring.
  
  
  

Your Profile:

• Bachelor’s degree in computer science, Information Technology, related field, or equivalent experience.
• 2 years of experience in IT Service Desk or similar role.
• Strong knowledge of IT systems, hardware, software, network, and security.
• Advanced knowledge of various hardware, software, and network technologies such as Windows 10 & 11, Windows Server, Mac OS, Microsoft Office, Active Directory, VPN, TCP/IP, DNS, DHCP, etc.
• Familiarity with common IT tools and platforms such as ticketing systems, remote desktop, cloud services, backup and recovery, antivirus, etc.
• Ability to diagnose and resolve complex IT issues, such as network connectivity, system performance, security breaches, data loss, etc.
• Ability to perform systems testing, monitoring, and optimization.
• Excellent troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work independently and as part of a team.
• Ability to mentor and train junior staff.
• Certifications in ITL, CompTIA, Microsoft, Cisco, or other relevant fields are a plus.
• Available to commute to our office in Peabody, MA or Lincoln, MA on a hybrid basis.
  
  
  

How We’ll Support You:

• Join the largest marketing and fundraising company in North America serving the nonprofit industry where we prioritize innovation and professional growth.
• Collaborate with industry subject matter experts with over 5,000 employees across the enterprise.
• To help you stay energized, engaged and inspired, we offer a wide range of benefits including comprehensive healthcare, paid holidays and generous paid time off so you can have the time and space to recharge pursue your other passions and be with the people you care about.
• Moore is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.