IT Support Specialist

2 weeks ago

Boston, Massachusetts, United States Loring, Wolcott & Coolidge Trust, LLC Full time

Company Overview:

Loring, Wolcott & Coolidge Trust, LLC is dedicated to delivering exceptional customer support and ensuring the seamless operation of our technology infrastructure. We are currently seeking a qualified IT Support Specialist to assist our users with inquiries and challenges related to computer systems, hardware, and software.

Position Summary:

The IT Support Specialist will engage with clients both remotely and in person, guiding them through system configurations and troubleshooting processes, with a focus on efficient issue resolution. Ideal candidates will possess strong problem-solving abilities coupled with excellent communication and customer service skills.

Key Responsibilities:

  • Address technical inquiries through various communication channels.
  • Assist users with system configuration, troubleshooting, and maintenance, both remotely and in person.
  • Provide prompt and professional responses to technical support requests, ensuring ownership until resolution or reassignment.
  • Oversee daily management of hardware systems, including printers, laptops, desktops, and telecommunication devices.
  • Deliver technical support by researching issues, troubleshooting problems, and maintaining optimal workstation and network performance.
  • Enhance user experience by documenting solutions and maintaining user guides.
  • Contribute to the development of user training initiatives.
  • Follow up with clients to ensure satisfactory service delivery.
  • Relay user feedback to relevant internal teams.
  • Collaborate with the Systems Administrator to provide superior service to clients.

Essential Qualifications:

  • Minimum of 3 years of experience in a professional services environment.
  • Experience in a technical support role or similar customer service position.
  • Bachelor's degree or equivalent experience required; industry certifications are a plus.
  • Proficient in Microsoft Systems, including Windows Server/Desktop, Exchange, Active Directory, and Office Suite. Strong understanding of mobile device management and computer hardware.
  • Ability to accommodate a flexible work schedule for occasional off-hours support.
  • Physical capability to lift and move equipment as needed.

Desired Skills:

  • Strong analytical and problem-solving skills.
  • In-depth knowledge of computer systems with experience in troubleshooting hardware and software issues.
  • Ability to simplify complex technological processes and provide clear instructions.
  • Friendly and patient demeanor with excellent listening skills.
  • Strong verbal and written communication abilities.
  • Commitment to delivering outstanding customer service.
  • Passion for resolving issues and assisting users.
  • Technologically adept, with experience in a tech-focused environment.
  • Capability to diagnose and resolve a variety of technical challenges.
  • Team-oriented approach with receptiveness to constructive feedback.
  • Eagerness to learn and adapt to new technologies.

Reporting Structure:

The IT Support Specialist will report directly to the Chief Information Officer. This is a non-exempt role requiring regular business hours availability, with potential for flexible hours or overtime as necessary.

Work Environment:

This position requires a combination of in-office and remote work, with specific arrangements subject to managerial approval.

This job description is intended to provide a general overview of the position and does not constitute an employment contract. Responsibilities and requirements may change as the needs of the organization evolve.

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