Information Technology Services Specialist

Responsibilities

• Provide On-Site Level 1 Service Operations and computer imaging support in our Bedford, MA office
• Support and participate in the daily tasks of the Service Operations team
• Support and execute hardware-related tasks, including but not limited to, imaging, building, coordinating repairs, and decommissioning laptops and desktops across multiple OS (Windows, MacOS and Linux); updating Asset Management tracking system; and supporting peripheral and computer inventory management processes.
• Management may, at its discretion, assign or reassign responsibilities to this job at any time.

• BS/BA Degree or 2-5 years equivalent industry experience
• 2-5 years’ experience in a Service Desk environment, with progressively increasing responsibilities.
• Proficiency in end user PC operating systems, applications, and hardware capabilities:
  Microsoft Office 365, Windows 10, Linux and Mac platforms.
• Demonstrate working knowledge of the business supported applications and technologies serviced by the team (Active Directory, Office 365, Zoom, Slack).
• Must be able to work creatively, calmly, flexibly and under tight deadlines to respond quickly and positively to shifting/multiple demands and opportunities.
• Ability to clearly communicate in English with users, co-workers, application developers and IT personnel both verbally and in writing using excellent verbal and written communications skills.
• A self-starter who is a team player and can multi-task.
• An aptitude for acquiring skills in technical support and repairs, and an eagerness to learn.
• Excellent prioritization skills and an ability to make decisions quickly.
• Success in team environments, demonstrating shared responsibility and accountability with other team members.
• Strong customer service skills and work ethic.
• Punctuality & dependability.
• Professional appearance and presentation.
• Calm, courteous, and friendly demeanor.
• Approachable towards those who may be less technical.
• Takes ownership of issues. Try to help in any way they can using a reasonable effort even if unfamiliar with the technology.
• Anticipate issues before they become problems and have a solution ready.
• Maintains confidentiality about the information being processed, stored, or accessed by the users on the network.
• Embrace our "customer-centric" support model:
  Proactive and friendly service rather than reactive and discouraging of interaction.
• Take conversations with other IT and department managers seriously and consider the audience.
• Be professional but don’t sacrifice your own personality and be willing to fit into the culture of the company.