Broad IT provides-and this role directly coordinates-end-user support of more than 2500 laptops, desktop systems (Windows and Mac) across Broad’s several buildings as well as telephony, printing, and conference room A/V, and a walk-up service desk. The desktop support organization comprises 8-10 Desktop Support Specialists and the Service Desk Coordinator under the supervision of the Manager for the Service Desk. The Desktop Support Specialist II role is responsible for second line support for the Broad community using remote tools or our walkup helpdesk though deskside service may also be needed. The position requires a strong focus on customer service and an ability to work efficiently and effectively in a fast paced environment. The work performed by a DTS II varies from day to day and as such the individual will need to be able to multi-task often to ensure the work gets processed and the incident closure rate remains high.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Point of escalation for DTS I Specialist with a focus on a specific OS as needed (Windows, MacOS, Red Hat) with a strong familiarity with all the OS’s- Second line of support for the entire lifecycle of our client hardware and is required to troubleshoot and answer basic questions regarding installation and configuration of computing resources
- Imaging, deploying and reclaiming computing equipment to end users on a timely basis
- Accurately record and update incidents on our Service Now instance in a timely manner
- Assist in developing, documenting new procedures as well as suggest process improvements
- Respond to and update incidents promptly
- Other duties as assigned by the Service Desk Manager
MINIMUM QUALIFICATIONS:
- Degree in Computer Science or other technical discipline with in-depth understanding of modern computing technology or equivalent training or experience 2-4 years’ experience
- Strong problem solving ability
- Be able to follow established procedures
- Previous experience supporting Windows, MacOS, Dell and Apple hardware in a high paced real-time work environment
Preferred:
- Microsoft Certified Professional, Apple Certified Macintosh Technician Certification, MacOS 10.9 Certification, Comptia A+, HDI Service Desk Analyst or HDI Desktop Support Technician
- Previous customer service experience is strongly desired
WORKING CONDITIONS:
- Normal office conditions
- Ability to lift up to 50lb’s
- Working hours are 9:00 am - 5:00 pm, may be asked to come in earlier or stay later as needed
The Broad Institute will not offer visa sponsorship for this opportunity.
EOE / Minorities / Females / Protected Veterans / Disabilities
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