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Helpdesk Specialist
Ref No.: 18-00573
Location: Cambridge, Massachusetts
Helpdesk Specialist
Duration: 4 month
Pay: $36/hour

You are a fantastic problem solver, thinker, out-of-the-box player and amazing with customers!
You're enthralled by the way things work, and have the ability to install, maintain, and troubleshoot
your own hardware and software. You can multitask across systems and applications, analyze and
resolve a variety of complex technical issues, and comfortably navigate an environment of
Windows, Mac and Mobile Devices. You make friends easily, and those friends call you first when
their technology is acting up.
You're not only here to help fix technical issues, but also provide an incredible customer
experience.You understand that above and beyond the customer's technical issue, is the
opportunity to repair a relationship between the customer and their technology.
About the Role
As a Helpdesk Specialist you'll work to provide the best customer experience and support to our
community of over 5,000 international customers (employees). You'll have the opportunity to work
alongside and learn from internal peers and departments. You'll support the development and
testing of business-critical solutions as well as the deployment and maintenance of computers,
mobile devices, and accessories.
You'll have the opportunity to work alongside and lead an elite group of technicians and
administrators all focused on supporting our customers through meeting their technological needs.
This position is internal, our customers are Akamai employees, contractors and vendors. This is not
an external customer-facing position.
Responsibilities
• Ensure a high level of end-user satisfaction through ownership, resolution and appropriate
escalation of issues and support tickets.
• Provide strong technical resource and senior escalation point for numerous technologies,
including Mac, Linux, network, and mobile device issues.
• Leverage and create tools and SOPs to improve team's efficiency and productivity.
• Maintain tight hardware and software inventory controls.
• Manage relationship with vendors for service repairs, orders, and maintenances.

Skill 1 – At least 2 years in a customer-facing position, preferably interacting with the general public
Skill 2 – Familiar with Microsoft Windows, and Mac OS X
Skill 3 – Ensure a high level of end-user satisfaction through ownership, resolution and appropriate escalation of issues and support tickets.