IT Service Center Analyst - Tier 1

W.B. Mason • Boston, MA

10d

About The Position

W.B. Mason is hiring a full-time IT Service Center Analyst to provide Tier 1 support to employees. The role involves diagnosing technical issues, delivering solutions and follow-up, and providing excellent customer service. The analyst supports desktop environments, hardware, Microsoft and third-party applications, and incoming support tickets. The position is scheduled for the 2nd shift, with flexibility to work slightly varying shifts for coverage. Occasional remote site visits are required for support and upgrades, and travel is estimated at 10–20% of the time.

W.B. Mason supplies workplace essentials, including office supplies, furniture, janitorial products, and food service items. The company describes a culture built on trust, relationships, collaboration, and promoting from within to support career growth.

Requirements

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

Responsibilities

• Provide Tier 1 IT support to W.B. Mason employees by addressing issues, determining causes, and offering solutions while ensuring excellent customer service and follow-up.
• Educate users to minimize repeat support requests.
• Configure, test, and troubleshoot hardware such as desktops, laptops, and printers.
• 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 coverage.
• Short- and long-term disability coverage.
• Blue Cross Blue Shield health plans, including 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 benefits.
• Company-paid cell phone plan with unlimited texting, calling, and data; a family member can be added for $55 per month per line.

What This Job Offers

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