IT Service Center Analyst - Tier 1

IT Service Center Analyst - Tier 1

647 Summer Street, Boston, MA, USA 55,000-65,000 per year Full Time BCBS health with a $0 deductible (for in-network services) and various plan options, Dental and vision, A 401(k), Short- and long-term disability, Company-paid and supplemental life insurance, Medical and dependent care, Flexible spending program, Paid holidays, Company-paid phone plan with unlimited texting, calling, and data, and the option to add a family member for $55 per month per line

Schedule: 2nd Shift

Perks & Benefits:

• Dental and vision
• Short- and long-term disability
• Blue Cross Blue Shield Health Plans with a $0 deductible (in-network) and various design options
• A 401(k) plan
• Flexible spend program
• Paid holidays
• Company-paid or supplemental life insurance
• Medical and dependent care
• Company-paid cell phone plan with unlimited texting, calling, and data. You can also add a family member! ($55/month per line)

IT SERVICE CENTER ANALYST HIGHLIGHTS: Each day looks different, but expect to:

• Provide Tier 1 IT support to W.B. Mason employees by addressing issues, determining causes, and offering solutions while ensuring excellent customer service and follow-up.
• Educate users to minimize repeat requests and configure, test, and troubleshoot hardware like desktops, laptops, and printers.
• Offer advanced support for Microsoft and third-party applications, and manage incoming support tickets by prioritizing and escalating as necessary.
• Occasionally conduct remote site visits for support and upgrades, and maintain the desktop environment by resolving problems and installing software/hardware solutions.

What We Are Looking for:

• Flexibility to work slightly varying shifts to provide proper coverage
• Strong working knowledge of Microsoft Windows and Microsoft Office suite
• Strong knowledge of network environments, including the ability to recognize and diagnose connectivity problems ranging from local to domain organizational outages
• Understanding of general IT concepts and a passion for technology
• Ability to deliver excellent customer service and effectively problem solve and troubleshoot technical issues remotely as well as in-person
• Ability to thrive in a fast-paced, technically challenging, and constantly changing environment
• Ability to manage multiple tasks with different priorities
• Ability to lift up to 50 pounds
• Ability to travel 10-20% of the time