Coordinator, IT Support Analyst

Panera Bread•Newton, MA

7d•$57,158 - $68,590

About The Position

We are seeking a customer-focused IT Support Technician to provide technical support for corporate technology systems, devices, and end users. The role is responsible for deploying, maintaining, troubleshooting, and supporting enterprise hardware, software, and infrastructure so employees can work efficiently and securely. The position is based in Boston, MA, with travel between office locations as needed.

Requirements

Certificate or degree in Information Technology, Computer Science, or a related field, or equivalent experience.
Experience in technical support, help desk, desktop support, or systems support.
Experience supporting Windows 10/11 and macOS environments.
Knowledge of Microsoft 365 applications and services.
Experience with device deployment and endpoint support.
Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting.
Experience using IT ticketing systems.
Strong analytical and problem-solving skills.
Excellent verbal and written communication skills.
Ability to lift and move computer equipment weighing up to 40 pounds.
Ability to travel between office locations as needed.
Ability to perform hands-on hardware installation and troubleshooting.

Nice To Haves

Experience with Microsoft Intune or other endpoint management solutions.
Experience with Cisco Endpoint video conferencing.
Knowledge of W365 environments.
IT certifications such as CompTIA A+, Network+, or ITIL Foundation.
Experience with ServiceNow ticketing system.

Responsibilities

Provide Tier 1 and Tier 2 technical support for employees across multiple locations.
Diagnose and resolve hardware, software, operating system, and application issues.
Respond to incidents and service requests through the IT ticketing system, escalating complex issues to appropriate support teams when necessary.
Assist with IT projects, technology deployments, and user adoption initiatives.
Participate in a rotating on-call schedule to provide after-hours and weekend support for critical business services.
Configure, deploy, maintain, and troubleshoot laptops, desktops, mobile devices, monitors, printers, and peripherals.
Manage device lifecycle activities, including procurement, imaging, deployment, replacement, and disposal.
Maintain accurate IT asset and equipment inventory.
Support conference room technology and audiovisual systems.
Manage user accounts and support Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint.
Assist with endpoint management platforms and support software installations, updates, and patch management activities.
Follow IT security policies and procedures; assist with endpoint security, MFA enrollment, access management, and compliance requirements related to hardware and software assets.
Identify and report potential security issues or vulnerabilities.
Document solutions, procedures, and technical knowledge articles; maintain accurate records of incidents, service requests, and asset changes.
Participate in technology refresh projects and office moves, and contribute to continuous improvement efforts that enhance the end-user experience.