Senior Helpdesk Specialist

Candela is recognized globally for its innovative energy-based technologies that change lives. Our new brand embodies our continued commitment to innovating medical aesthetic treatment solutions based on solid science and effective outcomes. We aspire to provide the highest levels of clinical, technical, and customer support and continue to build on the longstanding partnerships of trust we’ve established with physicians, their practices, and the patients they treat.

Overview

Candela is seeking a Senior Help Desk Specialist to provide Tier 1- Tier 3 advanced technical support services for a mixed platform environment as part of our global helpdesk team based in our Marlborough, Massachusetts office. The candidate must have excellent communication skills, interpersonal skills, and the ability to work effectively with all organizational levels up to the leadership team. The candidate will perform various user support tasks, either independently or under the supervision of the Helpdesk Supervisor or Director of IT Infrastructure and Operations, which are broad in nature and are concerned with the support, maintenance, and administration of the end user-related environments. This includes basic network services, hardware (computers, mobile devices, and peripherals), software (MS Office including Teams, Adobe, RingCentral, VPN, etc.), printers, and cloud platforms (Office 365, Azure, Intune).

General Responsibilities

• Provide end-user support for corporate devices running Windows10/11, Mac OS X, and iOS.
• Perform application administration activities such as: managing users, configuring SSO login, optimizing performance, setting remote access, and monitoring system health.
• Serve as an escalation point ( tier 2 and 3) for the helpdesk team to solve end-user requests.
• Take ownership of assigned incidents, and contact required resources inside and outside the company necessary to resolve the problem, with minimum supervision.
• Evaluate and recommend new technology, product upgrades, security best practices, and workflow improvements for the Helpdesk and other IT services provided.
• Develops and maintains support and process documents for use by all levels of support personnel as well as end-user documentation.
• Provide basic infrastructure troubleshooting and work with our infrastructure team to solve any problems.
• Follow through on all assigned tickets to meet and exceed end-user expectations based on SLA and “best practice” guidelines.
• Participates in meetings with fellow staff to get updates and discuss IT service or support-related matters.
• Some shift work may be required, and weekend work is needed for projects, but it is rare.
• Availability off hours for business-critical requests
• Local travel may be required occasionally on an ad hoc basis.
• Lead small technical projects, and performs other duties as assigned.

Knowledge and Experience Requirements

• Minimum of 5 years’ experience working as part of a help desk team in a global company with a cloud-centric environment, preferably Microsoft 365, supporting end users’ computers and mobile devices locally and remotely.
• Thorough experience supporting Windows and iOS in a corporate environment.
• Comprehensive experience with Active Directory (on-perm and AAD), and Office365
• Thorough hands-on experience with MDM solution, Intune in particular
• Experienced with AV equipment, preferably Microsoft Teams Rooms
• Entry-level understanding of networking principles.
• Strong independent troubleshooting and problem-solving skills.
• Ability to raise issues proactively and promptly.
• Ability to work well with others in a team-oriented environment.
• Have a proactive attitude and keep looking for improvement opportunities.
• Experience with leading small projects and serving as technical escalation point.
• Must be a self-starter with a positive attitude.
• Excellent English written and verbal communication.
• Must be able to lift equipment (up to 30 lbs.)

Nice to have

• Experience with basic network administration support and troubleshooting of TCP/IP, firewall rules, VLAN, VPN, DNS, DHCP, Wi-Fi.
• Previous exposure and basic hands-on with Windows Server and data storage management
• Understanding of asset management concepts and inventory tracking
• Exposure and understanding of cybersecurity best practice.
• Bachelor’s degree in a relevant technical field is preferred.
• Certification by Microsoft (Windows, Office365), CompTIA Networking , and any other equivalent desktop or entry-level infrastructure-related certification.