IT Branch Support Specialist - Boston, MA

Merge IT•Boston, MA

1d•Onsite

About The Position

Our enterprise-level client is seeking to add an IT Branch Support Specialist to the team in Boston, MA. This role is responsible for providing technical support for hardware and software issues and requests to End Users at branch locations. The Branch Support Specialist possesses a diverse skill set that includes providing frontline hardware and software technical support, local project coordination and delivery, escalation support for major Incidents, and collaborating cross-functionally with Network Services and Escalation teams to resolve complex issues locally. Branch Support Specialists can be on-site dedicated to a branch location or dispatched to a branch location based on expertise and proximity to the site needing support.

Requirements

On-site IT Branch Support Specialists in Metro Campuses will be required to support all buildings within a Metro Campus.
Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education
IT Support experience with a Financial Services or Brokerage Firm preferred.
Strong organizational skills – the ability to effectively manage multiple tasks simultaneously.
Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution.
Experience with Microsoft Office products, and general office computing tools.
Excellent communication, interpersonal and customer care skills.

Responsibilities

Software installation.
Troubleshoot, repair, and maintain software applications & infrastructure.
Escalation from helpdesk for application support including in-house, 3rd party application sand market data applications.
Provide support for operating system drivers, software and firmware.
Provide support to users for home connection and work from home set up Firm issued laptop or personal laptop + virtual machine.
Ensure client policies and procedures are followed, communicated, and adhered to.
Create and maintain support documentation.
Interacting with other support groups (local and global) within the firm across multiple platforms.
Record and manage all incidents and requests in ticket-tracking system.
Proactively inform management of trends, significant problems and expected delays.
On-call – Participate in rotating schedule providing afterhours and weekend support.
Take initiative to stay current on technology and participate in training programs.
Be proactively responsive to multiple mediums of communication platforms such as email, Microsoft Teams, Symphony, Jive, etc.