System Support Specialist

Title : Systems Support Analyst, Executive Support

Location: Cambridge, MA

Duration: 12 months, likely extensions

General Description:

Reporting to the Manager or Sr. Manager of IT Operations, the IT System Support Analyst will optimize employee productivity by effectively managing and supporting enterprise infrastructure applications and services under the Infrastructure & Operations team. The position will support Executives, and also be the primary contact for day-to-day IT support for our AWS remote users. They will support the delivery of technology services that support and improve business processes for remote users. This position is also a technical, hands-on role supporting various GxP and G&A systems, including HRIS, CLM, CTMS, Clinical, Biometrics, Quality, and other enterprise business systems, primarily Cloud/SaaS or hosted on-prem on our Amazon Web Services (AWS) IaaS environments. Help coordinate IT support at MSLs in the delivery of incident and service request management.

The successful candidate will be part of the Operations Team, responsible for supporting client's employees, contractors, and vendors in a Windows Enterprise environment. This candidate will join a team of technicians reporting to the Manager or Director of Infrastructure Operations and will serve as a key player in providing quality support for remote and local employees.

Essential Functions of the job:

Technical Support

• Strong skills with MacOS, JAMF Administration, and Windows 11
• Must be well versed in all aspects of O365 administration, including Exchange, SharePoint, and Teams.
• Provide hands-on administration and tier 2 support of enterprise systems in an infrastructure as a service (IaaS) platform such as AWS and Azure and cloud/SaaS applications.
• Responsibilities include designing, developing, securing, administering, supporting, managing, and defining/implementing the IT-wide support model and service/request catalog for infrastructure application solutions.
• Responsible for administering the mobile device management (MDM) and mobile application management (MAM) platforms (Intune); Microsoft Teams, Polycom A/V, and Zoom Webcasting services; OneDrive and other file sync and share tools.
• Broad understanding of systems operations change management, systems management, user support, and service desk methodologies.
• Manage and provide system administration support of a growing list of enterprise infrastructure applications.
• Proactively plan and implement application upgrades, maintenance fixes, and vendor-supplied patches.
• Support and management of:
• Desktops, laptops, and mobile devices (Windows/ Mac OSX, Android, iOS, or similar).
• Shared resources such as printers, shared workstations, conference rooms, projectors, and telephones.
• Remote user support via phone and remote management tools, including VPN, Terminal Services, and Remote desktop connections.
• Videoconferencing equipment (Cisco/Polycom/Zoom/Teams).
• Build, configure, maintain (patch), repair, and manage new and existing employees' systems.
• Experience with Voice over IP (VoIP) phone systems (Microsoft Teams).
• Experience with enterprise application implementations and/or migrations to the cloud.
• Experience with a virtualized environment in a distributed infrastructure.
• Analyze user enhancement requests to deliver solutions focused on establishing and improving business processes, addressing process gaps, and enabling the organization's automation and growth.
• Provide technical support during the application installation, upgrades, and migrations.
• Help execute validation test scripts, perform testing sequences, and change controls.

Customer Service:

• Proficiency in Excel, Word, Project, Visio, and PowerPoint.
• Sound administration and interpersonal skills. Must be able to interact in a team environment.
• Coordinate with various IT groups in resolving incidents and fulfilling requests based on established guidelines. Ensure the Service Level Agreement performance standards are met.
• Generate customer-facing documents. Runbooks, training aids, quick reference guides, and other aids to make customers self-sufficient.
• Recommend and produce procedures and standards to improve the quality and delivery of service to customers.
• Has a high degree of diplomacy with the ability to see and rationalize multiple points of view.
• Proactive behavior when faced with pending or potential service issues.

Education/Certifications/Experience:

• Associate's or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• Prefer IT Certifications such as CompTIA A , Network , ITIL Foundation, HDI Tech Support Professional.
• 3-5 years of experience in IT support, with a focus on executive/VIP support.
• 5 years of hands-on experience supporting Microsoft desktops/laptops, Apple and Android mobile devices such as iPads, tablets, iPhones, etc.
• Ability to absorb and retain information quickly and to present ideas in a user-friendly language.
• Proven analytical and problem-solving abilities.
• Exceptional customer service skills.

Computer Skills: Windows 11, Office 365, AWS, SCCM, Intune, JAMF, Mac OSX, MDM, Active Directory, Windows Server administration, and Linux server administration.

Other Qualifications: Service Now, Remedy, or other ITSM tools

TRAVEL, PHYSICAL DEMANDS, AND WORK ENVIRONMENT:

• Standing or sitting for long periods may be necessary.
• Some lifting (greater than 50 pounds) will be necessary.
• Occasional travel between sites as needed.

About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com

Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.

Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.

California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.

LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.

At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.