IT Support Associate I | Onsite

2 weeks ago


Boston, United States TalentBurst Full time
Job - IT Support Associate
Location Boston, MA, (In practice there is a possibility we may be able to allow a remote day here and there, but for the purposes of recruitment this is 100% onsite)
Work Schedule: 35 hours/week

Top 3 technical or soft skills
Some kind of previous support experience, especially on the phone This assignment will be phone heavy
Familiarity with academic or academic medicine populations is a plus
Familiarity creating/working with support tickets

Job Description
  • This role provides primary tier one telephone and remote support for user technologies.
  • Process work in queued ticketing system, closing or escalating tickets and issues, documenting resolution in ticketing or knowledge management system to help resolve similar problems more quickly in future.
  • May serve as backup for walk in or field support.
  • May help with light repairs or providing support for internal IT related services.
  • Diagnose and resolve computer related problems in hardware, applications, and operating systems, including issues related to installations and configurations.
  • Provide primary support to resolve issues relating to computer and printer repair.
  • Ensures documentation is accurate and updated regularly.
  • May monitor computer lab resources and computing environment for errors and ensure optimum up time of resources
    Track all client interactions and document work process.
  • May support student's users in computer labs.
  • Identify opportunities to improve customer satisfaction, technology, and processes and contribute to a team environment by working collaboratively.
  • Requires experience troubleshooting tier one Mac and Windows OS and related experience supporting email and desktop applications.

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