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Help Desk Specialist I
Ref No.: 18-03527
Location: Cambridge, Massachusetts
Position Type:Contract
Job Title: Help Desk Specialist
Location; Cambridge, MA
Duration: 1 Year +

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 Company 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.

Basic Qualifications:
  • At least 2 years in a customer-facing position, preferably interacting with the general public
  • Familiar with Microsoft Windows, and Mac OS 
Desired Qualifications:
  • Resourceful, can work independently with minimal supervision
  • Experience supporting video teleconferencing systems