IT End User Services Specialist

Leerink Partners • Boston, MA

1d • Onsite

About The Position

The IT End User Services Specialist delivers a professional, white-glove technology experience to the firm’s employees. The role combines hands-on troubleshooting with collaboration across the IT End User, Infrastructure, and Security teams to provide prompt, thorough resolutions. Specialists act as IT ambassadors, taking ownership of issues through resolution so colleagues can work effectively, securely, and productively.

The position provides end-user support for desktop and laptop hardware, software, office phones, and mobile devices; manages and prioritizes requests in JIRA; installs, configures, upgrades, and rebuilds workstations; and troubleshoots conference-room audiovisual systems. It also supports technology onboarding and termination, maintains hardware inventory records with Facilities, and liaises with on-site third-party vendors.

Requirements

• At least 3–5 years of end-user support, help desk, or desktop support experience.
• Strong comfort supporting end users in a fast-paced, Microsoft-centric environment.
• Ability to maintain poise, professionalism, and client focus when working with high-pressure users.
• Ability to think critically in any situation.
• Availability to work in the office five days per week, Monday through Friday, from 7:30 a.m. to 4:30 p.m., and participate in the weekend on-call rotation.
• Ability to lift 50 pounds, install IT equipment such as monitors and PCs, and work in semi-confined spaces such as IT closets.
• Bachelor’s degree or equivalent professional experience.

Nice To Haves

• Experience at a financial services firm, supporting end users at investment banks or alternative investment companies such as hedge funds, private equity firms, or family funds.
• Relevant IT certifications.

Responsibilities

• Provide prompt, comprehensive, white-glove assistance with break/fix issues and requests involving desktop and laptop hardware, software, office phones, and mobile devices.
• Own tickets from intake through resolution, set expectations with end users including VIPs, troubleshoot and research issues, engage other teams as needed, and provide high-quality resolutions.
• Identify, evaluate, triage, log, and prioritize incoming IT requests using JIRA, and document troubleshooting steps and resolution details.
• Install, configure, upgrade, and rebuild workstations; troubleshoot and replace hardware and peripherals as needed.
• Troubleshoot conference-room A/V systems and help colleagues log in and connect to meetings.
• Perform technology onboarding and termination processes.
• Work with the Facilities team to maintain up-to-date records of hardware inventory and location.
• Serve as an operational liaison for on-site third-party vendors, including facilities vendors and hardware technicians.
• Participate in the weekend on-call rotation.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level