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User Support Specialist

Location

Boston

Job Description

The User Support Specialist serves as the first point of contact for all technical issues and provides user support to all employees on issues regarding, but not limited to, Windows 7, Windows 10, and core business applications.

This individual will develop a strategy to resolve technical problems and will escalate issues to the appropriate IT staff member is the problem is not within the scope of own skill set. He/she will troubleshoot and resolve all issues with printers and scanners, mobile devices, desktop hardware, and workstation-based applications. The User Support Specialist provides assistance and advice on telephony technology and oversees coordination and setup of video conference sessions as well as troubleshooting and administering all mobile devices. He/she will also work with software and hardware vendors’ technical support staff to resolve complex problems when required, handle the IT equipment setup for new hires and office moves, and thoroughly document issues and resolutions in the ticket management systems as well as assisting and documenting improvements to the current processes. The User Support Specialist will also be required to provide technical assistance after-hours as determined by the on-call schedule.

This individual should possess excellent problem solving and communication skills, an ability to learn quickly in a fast paced environment, and be able to assist the Systems Engineering team with advanced technical issues when needed. Superior customer service skills are a must.

Additional skills:

  • Windows 7 & 10
  • Microsoft Office Suite
  • Mobile iOS and Android devices
  • Imaging, Antivirus, and endpoint encryption
  • Remote access support
  • Video conference setup and general troubleshooting

Education

BS/BA or equivalent

Experience

1-4 years

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