Coordinator, Personal Technology Support Analyst

IT Support Specialist

Provides comprehensive IT support to end users, including hardware, software, training, and proactive technology solutions. Acts as a bridge between technical teams and business users to ensure seamless technology operations and optimal user experiences.

Candidates MUST be based in Boston, MA or ST Louis, MO and be able to work a hybrid schedule.

Duties & Responsibilities

The primary responsibilities of this job include, but are not limited to:

• Troubleshoots and resolves hardware and software issues for Windows and Apple devices
• Troubleshoots basic video conferencing issues both in person and remotely
• Documents issues using ServiceNow ticketing system
• Builds, configures, and deploys workstations
• Installs and configures approved software
• Maintains the IT Support lab, storage, and deployment areas
• Utilizes inventory management process for all computing devices, peripherals, and components
• Participate in the afterhours on-call rotation
• Participate in White Glove, VIP support
• Identify incident trends and alert appropriate teams of systemic issues
• Work closely with operations, engineering, network, and security teams to facilitate resolutions to open requests and incidents
• Identify process improvements and other enhancements that improve operational efficiency
• Creates and updates documentation for existing processes
• Other projects and duties as assigned

Qualifications (Education & Experience)

Qualifications include:

• Bachelor's degree in Information Systems or equivalent experience
• Self-starter and able to work with little supervision while asking for assistance if needed
• Must be able troubleshoot personal technology devices, including Microsoft Windows laptops, desktops, Apple laptops, iPads
• Must be familiar with troubleshooting both Windows and Mac OS
• Must be able to use and troubleshoot Microsoft Office Suite
• Familiarity with Microsoft Teams, Zoom and other meeting collaboration tools required
• Experience running meetings in an auditorium setting a plus
• Active Directory Experience required
• SCCM, Intune and Azure experience a plus
• Familiarity with remote support tools such as remote desktop and LogMeIn Rescue required
• Familiarity with basic networking concepts required
• Familiarity with Cisco network and video conferencing equipment a plus
• Phone system support a plus
• Ability to remain calm in a fast-paced, changing environment
• Ability to organize, prioritize, plan, and execute work
• Ability to work alone and within a team environment

Additional Description: Competitive Pay $53,419 to $74,787 annually.