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Technology Support Specialist

Location: Boston, MA

Description

THE POSITION

The Brattle Group is seeking a motivated and flexible individual with strong customer service and communication skills for a full-time Technology Support Specialist to support the Information Technology department in our Boston, MA office. The position is responsible for providing technical support and training to users of PCs, collaboration solutions and related end user technologies and products. Additionally, this role facilitates the IT Help Desk function to identify, resolve, and prevent the reoccurrence of problems.

Some of the day-to-day responsibilities of this role include:

  • Deploying laptop images using KACE Imaging, profile data migration and custom application installation;
  • KACE 1000 and 2000 Appliance administration and day-to-day management including distributing OS and application drivers and updates;
  • Scripting using Windows batch files, PowerShell and Script Logic;
  • End user support with Windows 10 64bit Enterprise, MS Office 2010 (including Outlook 2010), Smart Phones (iOS devices);
  • Responding to end user work orders (via KACE Helpdesk) on all support requests;
  • Providing timely, efficient and pleasant follow up to end user questions/issues;
  • Using Active Directory to manage domain accounts including creation, modification and removal;
  • Support collaboration hardware and software including, but not limited to, Zoom and Polycom Video Conferencing and Jabber.

THE CANDIDATE

This position is responsible for providing critical technical support to users of PC and related desktop products. This Technical Support Specialist must be able to provide in-the-moment technical training to new and existing staff. Other requirements include:  

  • Five or more years of experience in Computer Operations, PC Desktop and Help Desk support;
  • Associate’s Degree in Information Systems, Computer Science; A+ and MCP Certification preferred;
  • Demonstrate hands-on proficiency with:
    • Windows 10 64bit Enterprise Operating Systems;
    • Microsoft Office 2010 & 2013 Professional Suite;
    • Cisco VPN Client Configuration and support;
    • Zoom and Polycom Video Conferencing multi-site configuration and support;
    • Active Directory user management;
  • Exceptional communication and customer service skills and a strong willingness to provide excellent service;
  • Ability to manage time efficiently while handling multiple and shifting tasks in a fast-paced environment;
  • Successfully able to work independently, as well as in a team environment;
  • Ability to work effectively with clients and team members, as well as third-party vendors;
  • Rotating on-call coverage support required;
  • Occasional travel, as needed (including international locations)

THE PACKAGE

We offer a generous compensation and benefits package, including medical, dental, 401K/profit sharing, life and disability insurance, paid time off, and internal professional development and training programs, designed to reward success at all levels. Details regarding compensation will be based on the successful candidates’ knowledge, skills, and experience.

In order to be considered for this position, please submit a cover letter with salary history and resume.

The Brattle Group is an Equal Opportunity Employer: Minority/Female/Veteran/Disabled




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The Brattle Group is an equal opportunity employer. As such, it adheres to an employment policy which prohibits discriminatory practices or harassment against applicants or employees based on race, color, creed, religion, citizenship status, national origin, ancestry, sex, gender identity, age, height, weight, domestic partner status, Acquired Immune Deficiency Syndrome or HIV status (AIDS/HIV status), sexual orientation, disability (where the applicant or employee is qualified to perform the essential functions of the job with or without reasonable accommodation), marital status, veteran status, political affiliation, or any other legally impermissible factor. Additionally, The Brattle Group complies with all applicable state and federal employment laws.     

The Brattle Group is also an Affirmative Action employer of Minorities, Females, Protected Veterans and Individuals with Disabilities. Furthermore, in order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, as amended by the Jobs for Veterans Act (JVA) of 2002, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact +1.202.955.5050 (phone) or +1.202.419.3335 (fax) for assistance. Please reference this statement and the position title in your communications.