IT Support Specialist (MSP)

HYBRID IT Support Specilaist 

Location: Onsite - Primarily Boston, Chelsea, and Ashland, MA
 

(Very Important Details - Please read all):

• The position will serve as onsite support in the customer setting; and, when not performing a visit the resource will be assigned tickets associated with remote-support on the helpdesk.
• Primary area of visits will be in Boston, Chelsea, and Ashland, MA routinely. Ideal candidate will within a 30-minute drive of these locations, although not required.
• As needed, visits will be on the south shore of MA.
• Visits for project activity in Providence, RI may occur 2-3 times/year.
• A candidate living well north of Boston will most likely not be considered as we already have a resource covering visits north of Burlington, MA into NH and ME.
• MSP experience strongly encouraged.
• Must have a good phone presence, speak clearly, and intelligibly.

In this position, you will have the opportunity to work on a wide range of IT technologies and issues. Up to three days per week, you will be on site at customer locations in the Waltham area. When not on site, you may work from home or in our office in North Andover, MA.

Duties/Responsibilities:
? Provide a wide range of on-site IT support for customers up to 3 days per week.
? Respond to inbound technical calls and helpdesk tickets from customers in an efficient, courteous, and knowledgeable manner ? Ensure that all calls taken have been resolved or that they have been escalated to the appropriate engineer ? Proactively determine ways to improve support & service and reduce the number of inbound calls
? Maintain an open line of communication regarding events, outstanding issues, and client follow up
? Assist with installation and upgrade of software
? Resolve problems by gathering information, determining the customer’s needs, and conducting research to find the solution
? Acquire and maintain a working knowledge of a wide range of applications and systems
? Rebuild workstations when required to resolve support issues
? Maintain documentation for the calls received and job function responsibilities ? Administer Active Directory and Entra ID user accounts

Experience:
? 2 – 3 years of IT support or MSP experience
? Knowledge of Windows 11
? Experience using and supporting Microsoft Office and Office 365 is required
? Experience with Windows server and Active Directory preferred Other

Qualifications:
? Strong oral and written communication skills
? Valid driver’s license Ability to:
? Handle large volumes of calls each day
? Efficiently and accurately resolve technical problems
? Perform duties and make decisions with patience and tact
? Troubleshoot and handle desktop deployment and basic technology concepts such as email, servers, firewalls, VPN, DNS, mobile devices