IT User Support

Job Summary

A RoesselJoy IT Client is looking for an IT User Support Specialist to join a growing organization located in Boston, MA. The IT User Support Specialist will be responsible for providing first-level phone and email support on various technical issues involving hardware and software. The User Support Analyst is the first line of support. It handles initial evaluation, troubleshooting, and problem-solving and/or escalating to appropriate staff if a higher level of technical support is required.

Requirements

Responsibilities:

• Troubleshoot and resolves all tier-one IT support issues within the organization
  
• Escalates appropriately when necessary
  
• Provide excellent customer support, problem analysis, and resolution to all users
  
• Logs all help desk calls or email requests into the current IT ticket System and update incident and service request information
  
• Follows up, ensuring the issue is resolved or the request is satisfied
  
• Contributes to the good of the IT Department and the entire firm
  
• Some end-user training may be required
  

Qualifications:

• Demonstrable working knowledge of PCs/MACs; peripherals, operating systems and software including Windows/Office365; iOS/Android
  
• Problem solves any network connectivity issues at the user level
  
• Zoom for phone and meetings, as well as Zoom Room technology in conference rooms
  
• Mobile device support including iOS, Android, Windows, Citrix Remote Desktop Services on all platforms, as well as a VPN on Firm issued laptops
  
• Customer service experience desired
  
• Ability to multi-task and good time management skills