IT Support Specialist/Desktop Support

We are hiring an IT Support Specialist (Desktop Support) onsite at our Andover, MA location with flexibility to work from home one day a week.

The IT Support Specialist is a member of the regional field services IT team providing internal and remote support to customers in the North America region participating in the implementation of regional and global IT initiatives.

• Responsible for responding to, troubleshooting, prioritizing, resolving and documenting end user computing issues and problems within the North America region. Includes resolving hardware, software, print/scan/fax, connectivity and fundamental networking problems. Software problems include operating system, business application and commercial off the shelf applications.
• Provide excellent customer service to end user community through the support and resolution of issues and requests, including escalation to a manager for challenging or difficult situations.
• Manage new and ongoing requests and issues through the global ticketing application, ensuring timely feedback and documentation of status, resolution and any necessary actions within the guidelines of the established Service Level Agreements. Analyze and correct problems using documented procedures, available tools, and acquired knowledge and skills.
• Create and post relevant documentation on the above to the designated team site. Provide administration for user and device Entra/Intune accounts. Provide documented changes or improvements to troubleshooting techniques and procedures used by first level support staff.
• Provide input on methods for increasing the delivery of solutions and workplace tools provided to business partners.
• Collaborate with other members of the IT team as needed, in order to resolve complex issues, gain knowledge, provide transparency of work being performed, or learn/alert to trending issues.
• Perform device imaging via Autopilot / Intune (Entra) for the setup of new or replacement computers.
• Performs other duties as needed and assigned.

Education:

Associates Degree or above in computer science, similar discipline or equivalent related education, training and experience.

Related experience:

• 1-3 years of experience in a Desktop Support role.
• Experience working with Azure a plus.

Special competencies or Certifications:

• Microsoft Certifications or A+ Certification desirable
• Problem solving
• Collaboration
• Teamwork
• Attention to detail
• Empathetic outlook
• Flexibility
• Initiative
• Proactive thinking

Compensation:

The targeted pay range for this position is typically between $24.64-$29.28 per hour. We note that the base pay offered is based on market location and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations. This position is eligible for overtime pay.