Technical Support Specialist II

Careforth - Boston, MA

Full-time - Entry Level

Hybrid - Boston, MA

About the position

The Technical Support Specialist II at Careforth plays a crucial role in providing technical support and documentation for the company's customers. This position involves troubleshooting and maintaining corporate computing devices, managing user accounts, and assisting with IT operations tasks. The specialist will also contribute to technology assessments and improvements, ensuring efficient support for both corporate and remote users.

Responsibilities

• Utilize ticketing system to track all support calls.
• Identify, research and resolve corporate and remote user PC issues and requests.
• Manage technical support cases related to laptops through phone, email submission, and in person.
• Troubleshoot computer backup and restore errors on users' laptops as needed.
• Add/Remove/Modify accounts in Active Directory.
• Perform onboarding procedures for new users into all applicable systems, and provide training and documentation via phone, video chat, or in person.
• Perform the offboarding procedures for terminated employees ensuring that all core application and system access is removed, and equipment is returned.
• Maintain network printer setup and maintenance of the related equipment.
• Handle receipt and asset management for all IT equipment; Maintain records for all IT related hardware.
• Administer/setup and deploy mobile phones to users.
• Assist with the day-to-day maintenance of company's PCs and Cisco IP phone system; MAC experience is a strong plus.
• Assist in on-going assessment and technology refresh of PCs; research and evaluate hardware and software options and provide recommendations for future improvements as needed.
• Create and maintain training documentations as needed.
• Perform other duties as assigned.

Requirements

• Associate's degree (or higher) from an accredited college or university preferred.
• 4-6 years of help desk support experience required.
• Proven PC Hardware Configuration and Troubleshooting skills.
• MAC Hardware Configuration and Troubleshooting a plus.
• Experience with network equipment a strong plus.
• Experience with mobile management device management software like MSFT Intune or equivalent.
• Experience with Office 365, Salesforce or other CMS platforms, Windows 10, and Android OS and IOS.
• Knowledge of operating details of a HIPAA-compliant company is a plus.
• Must be comfortable taking calls.
• Ability to communicate effectively both verbally and in writing.

Nice-to-haves

• Experience with MAC hardware configuration and troubleshooting.
• Knowledge of HIPAA compliance in a technical support context.