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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

Company Overview:

Boston Partners is a leading global investment advisory firm managing $103 billion in assets under management. With a commitment to exceptional client service, we specialize in value equity investment strategies grounded in rigorous fundamental research and a disciplined investment approach. Our focus is on identifying companies with compelling value propositions and robust business fundamentals that are poised 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 are seeking a personable Help Desk Analyst who possesses strong technical acumen and some experience in system administration. The ideal candidate will provide prompt, friendly, and precise solutions for everyday PC, application, and mobile device challenges. This role is centered around interpersonal interactions, requiring an outgoing and diligent individual who genuinely values both technology and customer service.

Key Responsibilities:

  • Deliver on-site technical support to users during regular business hours.
  • Provide timely assistance via telephone or email to users across all Boston Partners locations, including traveling personnel. Ensure issues are resolved effectively, escalating internally when necessary, and continuously updating our internal knowledge base.
  • Troubleshoot hardware, software, landline phone, and mobile device issues.
  • Administer certain aspects of Active Directory and various applications.
  • Maintain and update software as required.
  • Collaborate with IT Infrastructure and Information Security teams as necessary.
  • Participate in an on-call rotation, which may occasionally require after-hours support.
  • Perform release/change management duties as needed, emphasizing strong documentation and attention to detail.
  • Proactively monitor 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:

Ability to bend or kneel for equipment maintenance and lift up to 50 pounds.

The above statements are intended to describe the general nature and level of work performed in this role. They are not intended to be 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.