Information Technology Support Specialist 2

Company: Abt Associates
Location: Cambridge
Posted on: March 17, 2023

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

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  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.
  
  
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  Diagnoses hardware, software, and operator problems and takes remedial actions or recommends procedural changes.
  
  
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  Images and configures laptops for new hires and upgrades.
  
  
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  Occasionally called upon to document resolutions for addition to the ITSC Knowledge Base.
  
  
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  Regularly seeks to improve processes and update procedures.
  
  
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  Works to keep IT spaces organized, neat and logical.
  
  
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  Follows best practices for Asset Management.
  
  
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  Collaborates with fellow ITSC colleagues to achieve team goals, learn and share.
  
  
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  Work is occasionally reviewed for accuracy and completeness.
  
  
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  Exhibits sound judgment and decision making.
  
  
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  Demonstrates exemplary customer service with users and colleagues.
  
  
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  Works within Abt's incident management system according to ITSC best practices; manages their work queues with efficiency.
  
  
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  Intelligently utilizes Abt's ITSC Knowledge Base when necessary.
  
  
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  Attends and engages in regular Biweekly ITSC team meetings (and other meetings as needed).
  
  
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  Serves as an escalation point for our 1st level support colleagues facing difficult, complex or time-consuming problems.
  
  
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  Learns and follows policies, practices, and procedures of the ITSC.
  
  
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  Occasional On Call Support.
  
  
  What We Value
  
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    Bachelor's Degree + 3 years of relevant experience, or High School Degree + 5 years relevant experience.
    
    
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    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