Information Technology Support Specialist 2
Company: Abt Associates
Location: Cambridge
Posted on: March 17, 2023
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Job Description:
The World at Abt
Solving the world's most pressing issues and improving the quality
of life for people worldwide is what we do every day at Abt
Associates. Creating a more equitable world is no small task, but
we are driven by big challenges.
We are a team of 4,000+ people in over 50 countries working in
unison and focused on the bigger picture. Only by sharing our
commitment and energy do we affect change and push the boundaries
of what's possible. We welcome diverse ideas, backgrounds, and
viewpoints - joining Abt means access to exceptional thinkers at
the top of their game.
To thrive at Abt is to embrace flexibility and collaboration. Our
open culture allows you to balance your work and personal life as
needed to optimize personal well-being. Creating a more equitable
world starts from within - we look after people around the world,
and we'll do the same for you.
Ready to embrace rewarding and meaningful work? Now's your
chance.
The Opportunity
An experienced Support Specialist (2) requires knowledge and
understanding of an IT Help Desk and best practices for how it
operates. Support Specialists provide first and second-level
solutions to Abt's users documents and communicates solutions to
broad and/or complex issues. Capable of breaking down and
explaining technical issues to users in a way they can understand
the necessary points.
Candidate must sit onsite in Cambridge, MA.
Core Responsibilities
Responds in a timely manner to users' requests for assistance by
phone, chat, in person, and remotely via screen sharing tools with
routine technical issues while also seeking guidance for more
complex problems.
Diagnoses hardware, software, and operator problems and takes
remedial actions or recommends procedural changes.
Images and configures laptops for new hires and upgrades.
Occasionally called upon to document resolutions for addition to
the ITSC Knowledge Base.
Regularly seeks to improve processes and update procedures.
Works to keep IT spaces organized, neat and logical.
Follows best practices for Asset Management.
Collaborates with fellow ITSC colleagues to achieve team goals,
learn and share.
Work is occasionally reviewed for accuracy and completeness.
Exhibits sound judgment and decision making.
Demonstrates exemplary customer service with users and
colleagues.
Works within Abt's incident management system according to ITSC
best practices; manages their work queues with efficiency.
Intelligently utilizes Abt's ITSC Knowledge Base when
necessary.
Attends and engages in regular Biweekly ITSC team meetings (and
other meetings as needed).
Serves as an escalation point for our 1st level support colleagues
facing difficult, complex or time-consuming problems.
Learns and follows policies, practices, and procedures of the
ITSC.
Occasional On Call Support.
What We Value
Bachelor's Degree + 3 years of relevant experience, or High School
Degree + 5 years relevant experience.
Working knowledge of Windows 10, MS Office 365, MS Teams, WebEx,
and Help Desk ticketing software.
What We Offer
We foster an environment where you can Thrive Your Way. Our
innovative total rewards programs are designed to help balance your
work and personal life. The approach toward your wellbeing centers
around comprehensive benefits, flexible schedules, and professional
development.
Abt Associates is an Affirmative Action/Equal Opportunity employer
committed to fostering a diverse workforce. Abt Associates provides
market-competitive salaries and comprehensive employee benefits.
Local candidates strongly encouraged to apply.
This position offers an anticipated annual base salary range of
approximately $37,227.60 to $52,118.64 and may vary by ten percent
depending on candidate geographic location. Salary offers are made
based on internal equity and market analysis
Disclaimer: Abt Associates will never ask candidates for money in
exchange for an offer of employment
Keywords: Abt Associates, Cambridge , Information Technology Support Specialist 2, IT / Software / Systems , Cambridge, Massachusetts
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