IT Service Desk Technician
On-siteBoston, Massachusetts, United States
Job Summary
Deploy and maintain software and hardware components to deliver IT services while investigating and resolving user-reported issues. Assist stakeholders via phone, email, or in person for technical support, and conduct regular maintenance tasks including software updates, system backups, and security patches. Train users on new IT services and deliver periodic refresher training to maximize productivity. Maintain accurate inventory records and collaborate with managed service vendors to ensure adherence to service level agreements. Identify support trends and recommendations for improvement, utilizing Jira ticketing systems to manage requests efficiently. Requires a Bachelor's degree in Computer Science or related field, proficiency in Microsoft O365, and strong communication skills.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
- Proficiency in supporting Microsoft O365, 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
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