IT Service Desk Technician

Education and Required Skills
· Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
· Proficiency in supporting Microsoft 0365, including but not limited to SharePoint, Outlook, Teams, Word, and PowerPoint
· Excellent communication skills, with the ability to effectively communicate complex technical concepts to non-technical stakeholders.

· Proficiency in troubleshooting and resolving hardware, software, and network issues.

· Excellent customer service orientation, with the ability to empathize, communicate clearly, and resolve issues promptly and professionally.

· Experience in using Jira IT service management ticketing systems to track and manage support requests efficiently.

· Strong documentation skills to maintain accurate records of support activities, resolutions, and knowledge base articles.

· Collaborative and cooperative mindset, capable of working effectively with other IT support team members.

· Strong experience managing individual time and workload

Travel and Location

· Travel may be required 3-4 times per year

· Work location; Onsite in our Boston Seaport office

· Working hours; 12pm – 8pm EST

Primary Responsibilities

· Deploy and maintain software and hardware related components necessary to deliver IT services

· Investigate and resolve hardware, software, and network problems reported by users

· Assist users via phone, email, or in person to provide technical support and guidance

· Training stakeholders on the utilization of new IT services

· Conducting regular maintenance tasks such as software updates, system backups, and security patches

· Identify support trends, common issues, and recommendations for improvement.

· Deliver periodic refresher trainings on user-relevant topics to proactively maximize productivity

· Maintain an accurate inventory of infrastructure components, end user hardware and software.

· Collaborate with managed service vendors ensuring adherence to service level agreements and service continuity

· Other duties as required or directed by the Manager