IT Service Center Analyst - Tier 1

W.B. Mason • Boston, MA

8d

About The Position

W.B. Mason is hiring a full-time IT Service Center Analyst to provide Tier 1 IT support to employees. The role involves diagnosing issues, determining causes, recommending solutions, and delivering excellent customer service and follow-up. The analyst educates users to reduce repeat requests and configures, tests, and troubleshoots hardware such as desktops, laptops, and printers.

The position also provides advanced support for Microsoft and third-party applications, manages incoming support tickets by prioritizing and escalating them as needed, and maintains the desktop environment by resolving problems and installing software and hardware solutions. Occasional remote site visits may be required for support and upgrades. The schedule is second shift, with some flexibility to work slightly varying shifts to provide coverage. Travel is 10–20% of the time.

Requirements

• Strong working knowledge of Microsoft Windows and the Microsoft Office suite.
• Strong knowledge of network environments and the ability to recognize and diagnose connectivity problems, from local issues to domain organizational outages.
• Understanding of general IT concepts and a passion for technology.
• Ability to deliver excellent customer service and troubleshoot technical issues remotely and in person.
• Ability to work in a fast-paced, technically challenging, and constantly changing environment.
• Ability to manage multiple tasks with different priorities.
• Ability to work slightly varying shifts to provide proper coverage.
• Ability to lift up to 50 pounds.
• Ability to travel 10–20% of the time.

Responsibilities

• Provide Tier 1 IT support to W.B. Mason employees, diagnosing issues, determining causes, offering solutions, and ensuring customer service and follow-up.
• Educate users to minimize repeat support requests.
• Configure, test, and troubleshoot desktops, laptops, printers, and other hardware.
• Provide advanced support for Microsoft and third-party applications.
• Manage incoming support tickets by prioritizing and escalating them as necessary.
• Conduct occasional remote site visits for support and upgrades.
• Maintain the desktop environment by resolving problems and installing software and hardware solutions.

Benefits

• Dental and vision insurance.
• Short- and long-term disability coverage.
• Blue Cross Blue Shield health plans with a $0 in-network deductible and various design options.
• 401(k) plan.
• Flexible spending program.
• Paid holidays.
• Company-paid or supplemental life insurance.
• Medical and dependent care coverage.
• Company-paid cell phone plan with unlimited texting, calling, and data; family members may be added for $55 per month per line.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed