International Data Group Technical Support Analyst in Framingham, Massachusetts
IDG is currently seeking a Technical Support Analyst with a minimum of 3 years solid PC Desktop support and some Mac experience to help support IDG US employees with their IT needs.
Excellent benefits including health (medical, dental, and vision), 401k, and time off allocations are available to all employees starting day one of employment. Upon joining IDG, you can expect a stable yet fast-paced work environment along with a culture that rewards, recognizes, and respects achievement.
To be successful in this role, you must have outstanding customer support skills, a strong working knowledge of current industry standard terms and practices, and the ability to work patiently with people at all levels of experience and technical knowledge. This position requires you to review, analyze, diagnose, resolve, escalate trouble issues, and perform scheduled work.
Primary responsibilities will include supporting internal users for problems ranging from PC/MAC hardware, software issues, troubleshooting remote access, network connection, and wireless access issues. You will also be responsible for providing technical support by logging trouble calls, maintaining up-to-date problem records, providing in-depth problem determination, and ensuring all problems reported by users are satisfactorily resolved. This requires managing help desk triage, following standard escalation procedures and protocols when solving problems that may require additional internal or external resources.
A minimum of 3 years of customer service experience with comprehensive knowledge and hands-on experience in the following areas:
Desktop Client Support
The successful applicant will possess a thorough understanding of the PC architecture, with at least 2-3 years of supporting current Windows operating systems, hardware drivers and network client configurations. Similar experience with Macs/MacOS a definite plus. You will also have a solid working knowledge of the following:
Windows 8-10 (MacOS experience a plus)
Imaging PCs using SCCM (Mac experience using JAMF a plus)
Exchange Online email through desktop, mobile and cloud-based Outlook clients
Microsoft Office 2013-2016 suite, Skype for Business and OneDrive for Business
Microsoft/Office 365 technologies and products
Active Directory tools for user account administration
Remote control software (LogMeIn Rescue a plus)
PC Laptops/Desktops (Mac laptops/desktops a plus)
Mobile devices (iPhones, iPads, Androids, etc.)
Communication & Miscellaneous
Excellent problem solving, troubleshooting, and documentation skills
Strong technical skills
Excellent attention to detail and follow through
Ability to manage multiple projects simultaneously, coordinate technical activities, and prioritize workloads within a small work group independently.
Ability to take direction and show good judgment/time management when escalating issues
Must be able to be work a rotating on-call schedule covering evening, weekends, and holidays
Any relevant certifications are a plus; specifically Microsoft and/or Apple certifications
Must be able to lift objects and boxes up to 10lbs from time to time
Please upload a formatted version of your resume and cover letter during the application process.
Career Level: Experienced (Non-Manager)
External Company Name: International Data Group, Inc.
External Company URL: http://www.idg.com
Post End Date: 11/30/2018