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Technical Support Specialist

2 months ago

Boston, Massachusetts, United States Boston Partners Full time

Position: Help Desk Analyst

Department: Information Technology

Report to: Help Desk Manager

Location: Boston, MA

Company Overview:

Boston Partners is a leading global investment advisory firm managing $103 billion in assets under management. With a solid reputation for exceptional client service, we specialize in value equity investment products grounded in thorough research and a disciplined investment approach. Our focus is on investing in companies characterized by attractive value metrics and robust business fundamentals, particularly those with potential for positive transformation. Established in 1995, we operate offices in major financial hubs including Boston, New York, California, and London, and are a wholly owned subsidiary of ORIX Corporation of Japan.

Role Overview:

We seek a personable Help Desk Analyst with strong technical expertise and some experience in system administration. The ideal candidate will provide prompt, friendly, and accurate solutions for common PC, application, and mobile device issues. This role is highly interactive, requiring an outgoing and diligent individual who is genuinely invested in both technology and customer service.

Key Responsibilities:

  • Deliver on-site technical support to users in our Boston office during standard business hours (this is not a remote or hybrid position).
  • Provide timely assistance via telephone or email to users across all Boston Partners locations, including traveling personnel. Ensure issues are resolved efficiently (escalating internally when necessary) and continuously update our internal knowledge base.
  • Troubleshoot issues related to hardware, software, landline phones, and mobile devices.
  • Administer aspects of Active Directory and various applications.
  • Maintain and update software systems.
  • Collaborate with IT Infrastructure and Information Security teams as required.
  • Participate in an on-call rotation (including evenings and weekends) and may occasionally need to be onsite outside of regular business hours.
  • Execute release/change management tasks as needed, requiring strong documentation and attention to detail.
  • Proactively review and resolve open Helpdesk tickets.
  • Maintain an accurate inventory of IT hardware and software.

Qualifications:

  • Bachelor's degree in a relevant field or equivalent work experience (3 to 5 years).
  • Certifications such as Microsoft MCSA/MCSE and/or Cybersecurity certifications like CISM/CISA/CISSP are preferred and may substitute for academic or experience requirements.
  • Demonstrable experience with modern Microsoft IT systems, including (but not limited to):
  • MS Active Directory, MS Azure, MS 365, VPN/remote access technology.
  • Familiarity with specialized Financial Services applications (e.g., Bloomberg) is advantageous.

Physical Requirements:

May require bending or kneeling for equipment maintenance.

Ability to lift up to 50 pounds.

The above descriptions are intended to convey the general nature of the position and are not an exhaustive list of all responsibilities and skills required. We are an equal opportunity employer and value diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.