IT Support Analyst

$58,240 - $79,040/Yr

Insight Global - Boston, MA

Full-time - Entry Level

Onsite - Boston, MA

1,001-5,000 employees

Administrative and Support Services

About the position

The IT Support Analyst role is a full-time, onsite position at an international law firm, focusing on providing first-level technical support to approximately 3000+ end users. The analyst will be responsible for managing incidents, service requests, and problem management processes while ensuring high-quality customer service. This position requires strong technical skills and the ability to communicate effectively with corporate customers.

Responsibilities

• Provide responsive, timely, and high-quality support to corporate customers regarding their technical inquiries.
• Research, resolve, and respond to complex questions received via emails, chat, and collaboration tools.
• Support Microsoft Office 365 accounts, including password resets and account management.
• Provide support for Windows 10, PC laptops, desktops, and mobile devices.
• Assist with collaboration tools, including Zoom and remote support toolsets.
• Support audio-visual teleconference systems and equipment, such as Zoom Rooms.
• Maintain knowledge of updated supported platforms and releases, current support policies, and methods of support delivery.
• Attend training sessions and assist in training workshops for team members.
• Utilize ITSM ticketing systems to classify, prioritize, and document interactions accurately.
• Participate in team projects that enhance the quality or efficiency of Service Desk service.

Requirements

• 2-4 year Technical Degree or equivalent experience as a Service Desk Analyst or Technical Support (1-2+ years).
• Proven expertise in customer service and communication skills.
• Onsite technical support experience as well as remote support.
• Experience with ACD systems such as AWS, Avaya, Cisco Jabber, etc.
• Experience with ITSM/Ticketing systems like BMC Remedy, ServiceNow, Zendesk, etc.
• Hands-on and/or remote Break/Fix support of desktop and laptop computing equipment and peripherals.
• Support of Microsoft Windows 10 Operating System and MS O365 provisioned accounts.
• Support of mobile devices such as iPhone, Android, iPads, Surface Devices, etc.
• Experience supporting MacBook devices and MacOS.

Nice-to-haves

• Prior experience working within a firm environment including Accounting, Consulting, or Legal organizations.
• ServiceNow experience.
• Experience supporting MacOS 10-11; MacBook Air and MacBook Pro.
• Technical certifications.

Benefits

• Compensation range of $28-38/hr based on skills, experience, and education.