Boston or Washington D.C. - Desktop Support Specialist

WeDriveU•Boston, WA

About The Position

WeDriveU is the leader in shared mobility solutions that connect communities, campuses, and workplaces. WeDriveU operates private shuttle and public transit systems across the U.S serving millions of passenger journeys a year. The company's 5,500+ team members operate 4,000 vehicles across 55 U.S. locations, providing safe, reliable and sustainable options as part of a global family of brands serving more than 1 billion bus and rail passengers on four continents. Visit wedriveu.com to learn more about our company, clients and career opportunities. Job Description: The Desktop Support Specialist is responsible for providing Tier 1 and Tier 2 technical support to end users across the organization. The right candidate will thrive in a fast-paced environment, as the company expands their presence in the dynamic transportation marketplace.

Requirements

Strong working knowledge of MS Office Software (Word, Excel, Outlook, PowerPoint, etc.) and transportation related software
2+ years’ experience
Strong leadership skills and interpersonal skills
Strong organizational and group presentation skills
Well-developed multi-tasking and time management skills
Ability to provide direction, coaching and mentoring to employees while creating an environment that encourages and values input and feedback
Ability to respond to unanticipated events to ensure excellence in customer service.
College level diploma in Computer Science or related disciplines
Google Workspace Admin experience - 1- 2 years experience
Active directory user and device management level
Net +, CompiTia + , Printer setup and troubleshooting
Windows OS
Customer service experience

Nice To Haves

Unifi (Ubiquity) Network equipment
Mac OS
Ticketing management experience - Ivanti

Responsibilities

Provide Tier 1 / Tier 2 desktop support in a Google Workspace environment (Gmail, Drive, Calendar, Meet, and Admin tools)
Troubleshoot end-user issues related to Google Chrome (performance, extensions, cache/cookies, sign-in, profile sync)
Support and configure Zoom (installation, updates, audio/video troubleshooting, meeting connectivity, camera/mic settings)
Diagnose and resolve network connectivity issues including Wi-Fi drops, DNS issues, VPN access, and slow internet performance
Assist users with Google account access issues including login problems, MFA/2-step verification support, and password resets
Manage the IT ticketing system by creating, prioritizing, assigning, and escalating tickets while ensuring SLA compliance
Document troubleshooting steps and resolutions clearly within the ticketing system to improve knowledge sharing
Support workstation setup and deployments including Chrome-based configurations and user profile setup
Troubleshoot common endpoint issues such as slow performance, application crashes, printing problems, and peripheral connectivity
Provide remote support via Zoom or remote desktop tools to resolve issues efficiently and minimize downtime
Support Chrome browser security best practices including safe browsing settings and approved extensions
Escalate complex issues to network/security teams and coordinate follow-up communications with users
Monitor ticket trends to identify repeat issues and recommend process improvements or user training opportunities
Maintain IT asset inventory (laptops, docks, monitors, headsets) and coordinate replacement/refresh requests
Deliver strong customer service by communicating clearly, setting expectations, and providing timely updates through ticket status changes
Manage IT incidents and service requests in Ivanti, ensuring all tickets, hardware requests, and HR-related submissions are completed within defined SLA timelines
Prepare hardware for new hire requests, ensuring HR submissions are completed and equipment is ready prior to start date
Image new hardware for users, install necessary applications and configure local accounts for users.
Configure and support printer devices and laptops, including driver updates and firmware updates
Regulatory update printer drivers, latest firmware updates, …etc.
Respond to all communications from the user community, partner organizations, and affiliated vendors via appropriate channels (zoom, Google chat/Video, Email, phone calls etc.).
Maintain accurate hardware inventory records and supporting documentation
Assist with the setup and basic configuration of access points and networking equipment under the guidance of senior IT or network teams