Technology Analyst

Position Description:

The IT Service Desk Technician will be responsible for providing technical support and troubleshooting services to end-users who need assistance with their computer hardware or software through the Bond Technology Group (BTG) Service Desk. Our company is a leader in innovative technology solutions, dedicated to providing top-notch service and support and this role is crucial for maintaining the organization’s technology infrastructure and ensuring that all users can perform their work efficiently.

Core Responsibilities: 

• Respond to and resolve service desk requests in a professional manner within the Service Level Agreement (SLA).
• Diagnose and solve technical issues related to computer hardware, software, network, and system performance in the office and in the field.
• Install and configure computer systems, applications, and peripherals for new users and upgrades.
• Document and maintain detailed records of issues and solutions in the service desk tracking software.
• Identify and escalate complex problems to second-level support or other appropriate personnel.
• Provide orientation, training, and/or resources to users to help them understand and use technology effectively.
• Ensure all systems are secure and compliant with company policies and procedures.
• Contribute to the development and updating of the BTG knowledge base with solutions and tips for common issues.

Qualifications:

• Education: Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience; Bachelor’s degree preferred.
• Experience: Minimum of 2 years of experience in a service desk or technical support role.
• Microsoft 365 suite and Windows 11 support experience including troubleshooting, imaging, account creation and maintenance, etc.
• Demonstrated knowledge of general computer systems, networks, and software applications.
• Certifications such as CompTIA A , Network , or Microsoft Certified Professional (MCP) are highly desirable.

Necessary Attributes:

• Willingness to occasionally travel to project sites within driving distance.
• Exhibiting a collaborative, approachable work style with a strong customer service focus is necessary.
• Strong analytical and problem-solving skills with the ability to think critically.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Collaborative attitude with the ability to work well in a team-oriented environment.
• Able to multitask, prioritize, work independently, and demonstrate flexibility to adapt to new and changing technologies and processes
• High level of accuracy and attention to detail.

 Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Must be able to lift and carry up to 50 lbs., bending and be able to sit for extended periods of time

Equal Employment Opportunity Policy

 BOND has a culture of and is committed to treating its employees with dignity and respect and maintaining a work environment that lives by its core values: Integrity, Commitment, Teamwork, Innovation, and Excellence.

BOND is an equal opportunity employer and abides by the requirements of the Americans with Disabilities Act (ADA) and we are committed to accommodating those with disabilities. We prohibit discrimination and harassment of any type and afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex/gender, national origin, age, disability, ancestry, veteran status or military obligations, sexual orientation, reproductive health decision making, genetic information, protective hairstyles, domestic violence experience or any other characteristic protected by federal, state or local laws. 

If you need assistance or accommodation due to a disability, you may contact us at humanresources@bondbrothers.com or at 617-384-6400.