Information Technology Support Specialist

About the Role: One of our customers is hiring a full-time IT Support Specialist who will work onsite in Waltham, MA five days per week with a team of IT specialists to deliver excellent support and management of our customers’ environments. They will field issues and requests escalated directly by customer IT personnel, end-users, and monitoring tools. This role will have broad exposure across a range of end-user devices, enterprise audio-visual (AV) infrastructure, corporate applications, and physical office initiatives.

The support specialist will be expected to work issues independently, and when needed, with the assistance of senior subject matter experts on the team. Additionally, the role involves light facilities work that does not require lifting or moving objects weighing more than 50 pounds, as well as supporting local office moves and expansions. The ideal candidate will be a self-starter, with an ability to learn quickly and provide exceptional customer service.

Rate:

Experience based: $20.00 - $35.00 per hour

Shift Schedule:

• 8:30 am - 5:00 pm EST
• Monday to Friday On-site five days per week in Waltham, MA (required)

Qualifications, Education, and Training:

• MS Intune: 2 years (Required)
• MS Entra / Active Directory: 2 years (Required)
• Windows & macOS: 2 years (Required)
• Slack / Teams / Collaboration Tools: 2 years (Required)
• Microsoft 365: 2 years (Required)
• Hands-on AV / Meeting Room Support: 2 years (Required)
• Zoom: 2 years (Required)
• CompTIA A , Network , Security (Preferred)
• Kanji / JAMF: 2 years (Preferred)
• Microsoft MTA (Preferred)
• Google IT Support Professional (Preferred)
• Associate’s degree (Preferred)

Experience:

• 2-3 years in a technical support role
• Hands-on experience deploying, maintaining, and troubleshooting corporate AV systems and conference room environments
• Experience providing customer support
• Experience in 24x7x365 Managed Services (On-site experience preferred)
• Experience using ITSM and Monitoring toolsets

Operations:

• Triage tickets per specified severity levels
• Refer / escalate customer issues to the appropriate level of support, as needed
• Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required
• Fulfill service requests and remediate incidents using customer
• Standard Operating Procedures (SOPs)
• Perform account management services – User Account creates/disables/terminations/name changes, etc.
• Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs
• Supporting end-users by diagnosing and resolving computer hardware, network, application, and conference room AV / collaboration hardware issues
• Provide conference room A/V troubleshooting, testing, and meeting support, including room setup
• Support office moves, expansions, and other local IT initiatives for the Waltham, MA site
• Perform light facilities work that does not require lifting or moving objects that weigh more than 50 pounds
• Assist with cross-training of other team members, as needed
• Perform other tasks as assigned by management

Skills:

Technical IT Skills:

Operating Systems: Windows, macOS, and Linux setup and troubleshooting

Networking: TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting

Helpdesk Tools: Jira, ServiceNow, or Zendesk for ticket management

Access Control: Active Directory or Azure AD for user accounts, user creation, and password resets.

Audio-Visual (AV) Skills:

Hardware: Projectors, smart displays, microphones, speakers, and displays

Control Systems: Crestron, Extron, or Q-Sys configuration

Video Conferencing: Zoom Rooms, Microsoft Teams Rooms, and Webex

Signal Flow: HDMI, SDI, Dante audio, and XLR cabling

Benefits:

• 401(k)
• Dental insurance
• Health insurance