Desktop Support Specialist
3 weeks ago
**Desktop Support Specialist**
Boston , Massachusetts
Description
**A****bout****Us**
Shorelight is reinventing the international education experience for students worldwide. Based in Boston, the company works directly with top-ranked, nonprofit American universities to build innovative programs and high-touch, technology-driven services that help talented students thrive and become global citizens.
**Job Overview**
The Desktop Support Specialist delivers direct, end-to-end technology support to Shorelight employees while providing excellent levels of service and support to the Shorelight community. This position acts as
a
first-line technical support contact for
our global team .
**Essential Functions**
**Technical**
* Maintain and develop strong technical expertise in key technologies in use within Shorelight, which includes areas such as operating systems, browsers,
conference room A/V
, Zoom, Office 365
Suite (O365 Admin, Outlook, Teams
etc ) , Okta
+ Okta Admin , and the like
* Troubleshoot and resolve IT issues via
Ivanti ticketing system, LogMeIn Rescue (remote desktop) ,
Teams chat + video calls , and in-person channels
* Contribute to
Desktop Operations
process documentation
* Maintain familiarity with current and upcoming technology trends in mobile, desktop OS, etc.
* Demonstrate initiative in recommending enhancements and improvements to the IT infrastructure
* Help maintain a current inventory/asset system of all computer hardware and software
**Support & Customer Service**
* Actively monitor onboarding pipeline and ticket queues, and ensure that all requests are handled in accordance with Shorelight service delivery standards
* Escalate tickets proactively to responsible senior team members or specialists
* Demonstrate high degrees of skill and tact in the areas of teamwork and interpersonal relationships, including highly effective oral, written, and listening communication skills
* Assume other duties as required
**Minimum Qualifications**
* 24 years of experience in IT or a related field, with a strong background in operating systems, desktop support, security, networking, system administration, programming and scripting, and other IT technology areas
* Excellent verbal and written communication skills
* F amiliarity with Windows 10 and Mac OSX operating systems as well as a broad suite of cloud-based and SAAS applications in a business environment
* Strong technical, multitasking, and interpersonal skills
* Eligibility to work in, and travel freely to and from, the United States without sponsorship
**Preferred Qualifications**
* Bachelors degree in computer science, information technology, or related field
* Previous support or customer service experience or training
**Application Process**
To app ly
f or
th i s
position ,
please visit
the
S hore lig ht
C areers
page to
subm i t
an
app lic ation
with
a
resume
and
c o v er
letter .
Background Check RequiredEducation, Criminal, Identity
Shorelight is
an Equal Opportunity Employer.
#J-18808-Ljbffr
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