IT Desktop Support Specialist

Charles River Analytics•Cambridge, MA

8d•Hybrid

About The Position

Charles River Analytics, a GRVTY company, creates solutions and technology to tackle the world’s most challenging problems. Our team of technological entrepreneurs works together to push at the forefront of enhanced AI, robotics, smart sensing, and human-centered computing. The resulting research and development help to continuously advance government programs and discover new possibilities in the commercial marketplace. At Charles River, we take great pride in our success at attracting and retaining the most talented and creative problem-solvers in our field. Now as part of GRVTY, we offer the same trusted capabilities with increased organizational depth and expanded capacity across mission-critical national security domains. We are seeking a dedicated (onsite) Desktop Support Specialist to join our team. This role involves providing critical support at our Cambridge, MA location. The successful candidate will ensure the smooth operation of our IT infrastructure.

Requirements

US Citizenship Required
Must be willing to work onsite; this position will be onsite at our Cambridge, MA site
In-depth knowledge of operating systems, networking and software applications
Experience working on IT service desks and with IT ticketing systems
Knowledge of supporting Windows and macOS issues on both the hardware and software level
At least 1-2 years of experience in service desk, helpdesk or other relevant IT support experience
Demonstrable experience in successfully supporting Microsoft 365 products
Must be able to crouch, crawl, and lift 50lbs
Ability to be onsite at least 3 days per week (60% onsite / 40% remote) in Cambridge, MA

Nice To Haves

Proficiency in troubleshooting and supporting Microsoft 365 and Microsoft Entra
Knowledge of supporting Linux distributions such as RHEL or Ubuntu.
Knowledge of mobile device management (MDM) solutions
Applicable professional qualifications, such as Microsoft Certified Solutions Associate (MCSA), CompTIA A+, Security+ etc
Solid knowledge of best practices in IT administration and system security
Familiarity with NIST 800-171 Rev. 2 and CMMC

Responsibilities

Respond to and manage incoming support requests via phone, email, or ticketing system
Maintain accurate records of IT assets and keep asset stock organized
Provide comprehensive support for hardware and network issues, ranging from basic to advanced levels
Document solutions and update knowledge base articles to enhance support resources
Manage account, permission, and security settings in Entra ID and Active Directory
Manage and support enterprise applications and systems
Oversee Intune device management, including configuration and deployment of laptops and peripherals for new hires
Own the deployment of new hire accounts, equipment and IT office setup as well as conducting IT new hire orientation