Job Details:

We are seeking a highly motivated and skilled IT Specialist I to join our dynamic IT team. The ideal candidate should possess 1-3 years of experience in IT support roles, a strong knack for troubleshooting technical issues, exceptional customer service skills, and a keen interest in asset management, IT inventory, and ticket triaging. The role requires a proactive individual who excels at time management and can work effectively both independently and as part of a team.

Key Responsibilities:

• Provide first level technical support to end users, addressing hardware, software, and network issues promptly and effectively.
• Diagnose and resolve technical problems through research, analysis, and troubleshooting, ensuring minimal downtime and disruption to users.
• Collaborate with team members and other departments to escalate complex issues to higher level support or appropriate personnel.
• Deliver exceptional customer service by effectively communicating technical solutions in a clear and understandable manner to nontechnical users.
• Maintain accurate records of all user interactions, technical issues, and solutions in the ticketing system.
• Triage incoming support tickets, assessing their urgency and impact, and assigning them to appropriate team members for resolution.
• Assist in managing IT assets and inventory, including shipping, procurement, deployment, tracking, and disposal of hardware and software resources.
• Perform routine hardware and software audits to ensure compliance with organizational policies and licenses.
• Contribute to the development and improvement of IT processes and procedures to enhance overall efficiency and effectiveness.
• Provide basic training and guidance to end users on using various hardware and software applications.
• Prioritize and manage tasks effectively to meet established service level agreements (SLAs) and project deadlines.
• Provide support to both macOS and Windows environments, including Windows applications on macOS through tools like Parallels Desktop.

Requirements:

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• 1-3 years of experience in IT support roles, with a strong focus on troubleshooting technical issues.
• Proficiency in diagnosing and resolving hardware, software, and network problems.
• Excellent customer service skills with the ability to communicate technical concepts to nontechnical individuals.
• Basic understanding of asset management principles and IT inventory control.
• Experience with ticket triaging and assigning support tickets based on urgency and impact.
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple responsibilities concurrently.
• Familiarity with ITIL principles and IT service management frameworks is a plus.
• Technical certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent are advantageous.
• Proficiency in using IT ticketing systems and remote support tools.
• Strong problem solving abilities and a proactive approach to identifying potential issues.
• Experience with macOS and Windows environments, including knowledge of running Windows applications on macOS using tools like Parallels Desktop.
• Ability to work effectively both independently and collaboratively in a team environment.
• Excellent verbal and written communication skills.

Location:

This position is a Hybrid work model, the role requires onsite presence 2-3 days a week in our Back Bay, Boston office, with the flexibility to work remotely on other days.