Desktop Support Technician; Temp to Perm

Desktop Support Technician (Temp to Perm)

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The Brattle Group, a privately held, global economics consulting firm, is looking for a Desktop Support Technician (Temp to Perm) to join our Boston, MA office. The primary goal of the Desktop Support Technician is to provide technical support to users of PCs and related end‑user technologies through the company’s ticketing system as well as in‑person support. The candidate facilitates the Desktop Support team to identify, resolve, and prevent the recurrence of problems.

The ideal candidate is articulate, possesses strong technical troubleshooting abilities, demonstrates ownership and information retention, and can work independently, quickly and effectively to solve technical problems with hardware/software. In addition, the candidate provides an exemplary “white glove” level of customer service to internal clients.

• Assist users with technical issues related to peripheral devices (docking station, keyboard, mouse, monitors, laptop, etc.) including hardware replacement
• Monitor and respond to helpdesk tickets
• Perform the employee onboarding processes including training end users, imaging laptops, and deploying hardware
• Assist in the use of enterprise imaging, software deployment tools, and data migration for end‑user computing needs
• Manage support calls for printer break/fix services
• Support and distribute company‑owned mobile devices
• Communicate and coordinate regularly with Director of IT Infrastructure and Operations, as well as the Manager of Helpdesk
• Participate in on‑call rotation for emergency support phone queue
• Assist in supporting the company’s security posture
• Work with IT teams to acquire service level performance metrics for all desktop system and related infrastructure elements

• BSc in IS, CS, or equivalent experience; will consider experience in lieu of a degree; A+, MCP or other equivalent certification is a plus
• Minimum five (5) years of experience in a desktop support and end‑user support role
• Desktop and hardware configurations, including Thunderbolt docking solutions
• LAN‑based imaging
• Support end‑user VPN connectivity issues
• Current LAN and WLAN IP network technologies
• Knowledge must reflect current technologies with experience on corporate Windows computer operating systems
• Ability to manage a fast‑paced, multiple‑location environment with multiple tasks and demands
• Demonstrate a clear ability to manage multiple tasks with accuracy and attention to detail
• Ability to work effectively and to interact with clients and team members
• Carrying a communication device is required
• Evening/weekend work may be required; occasional travel as needed
• Rotating on‑call coverage support required
• Requires physical activity including the regular moving of items of fifty (50) pounds or more

Brattle offers a competitive benefits package, base salary, and bonus program for eligible roles based on individual and firm performance. The anticipated base gross salary range for this position in Boston, MA is $68,000 - $82,000 annually.