Tech Center Specialist

Boston, Massachusetts 02139

Post Date: 03/18/18 Job ID: 6076 Category: IT Infrastructure

Position: Tech Center Specialist
Location: Boston, MA
Interview: Phone and In Person is Required


TechCenter Specialist plays a hands-on crucial role within the EUS (End User Services) team and is responsible for day-to-day support of IT infrastructure (PC, Mac, in-house and third party software). TechCenters are a walk-up or drop-off service provided by IT to our users located in static or mobile locations located throughout the campus. ). In addition to providing local, hands-on technical support to personnel within their area, the Specialist will conduct learning/training sessions with end user groups on various hardware and mobile devices and pieces of software. Building and maintaining strong working relationships with users and other support personnel is integral to this role.

Major Accountabilities
  • Provide high-quality, friendly, proactive support and education services to all users within a Tech Center location
  • Responsible for installing and configuring desktop software and peripherals
  • Strong knowledge and the ability to troubleshoot MS Win 7/10, MS Office, Adobe, Modern Browsers, Internal Applications, and more Ability to troubleshoot OS X, MS Office Mac, Adobe, Safari, Parallels, Keychain, and other iOS related issues Partner effectively with IT resources to provide reliable end-to-end IT service delivery
  • Perform trending and continuous improvement analysis within areas of responsibility
  • Accountable for time management Record problem and resolution details in the ticketing system Provide end user training with traditional and modern training methods, tools and techniques
  • 5+ years supporting global IT desktop and lab services including configuration, patching and diagnosis of server/desktop/PC, Mac Systems, and Mobile Devices Proven ability to educate end users on device and application capabilities Excellent communication, interpersonal, and problem solving/analysis skills
  • Skills in communicating complex ideas effectively, both orally and in writing
  • Ability to work well with all levels of management and employees
  • Outgoing, friendly personality – willingness to be proactive and seek out work
  • Good analytical, organizational, and communication skills Ability to multi-task and prioritize
  • Willingness to own issues until they are resolved
  • Proven ability to remain calm in stressful situations
  • Comfortable with changing priorities
  • An understanding of, and ability to provide, excellent customer service
  • A willingness to learn

  • Bachelor’ s degree in a technology field or equivalent work experience
  • Professional certifications (MCSE, Cisco, CompTIA A+/Net+, ACMT) a plus
  • Experience as a class room trainer a plus

Kristin Murphy

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