Robert Half Technology Desktop Support Analyst in Cambridge, Massachusetts

Position Overview Statement: This position will be working directly with customers in person and over phone/email/chat to identify support issues, and also with vendors, development teams, and IS T/MIT service owners to resolve those issues. The ability to learn and adapt quickly and understand new technology and services is required. Essential Functions: Deliver comprehensive support via the most effective channel for the customer. Respond to, triage, and escalate issues as appropriate. Diagnose and resolve customer support issues and own the lifecycle of incidents, requests, and problems for the client base. Mobilize internal support resources as needed and work with vendors and partner teams on appropriate escalations. Manage updates on issues to ensure client satisfaction and productivity. Review trends in ticketing systems and with working groups to identify recurring problems, potential problems, or problems and incidents that affect multiple clients to effectively find solutions and manage an organized response. Assess the need for new solutions on an individual or large-scale basis, and seek to build supportable, sustainable, and scalable solutions where possible Design and deploy standard client support processes, plan and schedule installation and deployment projects. Partner with applicable vendors and IS T partner teams to assist with root cause analysis, problem management, and to ensure efficient operations within the ecosystem. Develop documentation for processes, policies, and procedures and manage the overall scope, quality, and effectiveness of documentation as it evolves. Manage the creation and modification of documentation for known resolutions and solutions to common problems within the Knowledge Base/FAQs. Inform and empower our client base, and understand their mission and function. Manage users and groups in directory services Comfortable with command line interface and shell scripting Troubleshoot, manage access and work with vendors for SaaS applications. Understanding of DNS and Load Balancers Qualifications Technical Skills: Experience with supporting Mac, Windows, iOS, and Android platforms, and diagnosing/resolving problems across their software, hardware, and managed service product lines. Ability to learn and understand customized software solutions to provide advanced support. Experience with Access management and appropriate use of privileged access. Experience with common IT ticketing platforms, preferably Service Now. Ability to be flexible and adaptive in a fast-paced environment. Ability to leverage central, local, and 3rd party resources to find the best solution. Ability to take ownership of technical issues, and partner with various teams in IS T to resolve more advanced issues when necessary. Ability to coordinate and manage projects on small and large scales. Strong diagnostic skills and a working knowledge of current technology to resolve escalated customer complaints without the need for manager intervention. Experience with Linux (Ubuntu or Solaris) preferred, but not mandatory. Typically requires 5 or more years of relevant technical and business work experience with team leadership experience. Excellent verbal and written communication skills. Higher Ed experience preferred, but not mandatory. If interested please email

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Req ID: 02100-0010478781

Functional Role: Desktop Support

Country: USA

State: MA

City: Cambridge

Postal Code: 02139-4307

Compensation: $17.41 to $20.16 per hour

Requirements: PC Desktop - Workstation, Mac OS, MS Windows, iOS, Android, Linux