Description
IT Support Specialist II - ABA Centers of America
Braintree, MA
Growth Opportunity
Are you an experienced IT professional looking to make the next move in your career with a growing, innovative company where you can truly make a difference in the lives of kids and families?
Our IT Support Specialist II provides technical support to maintain our computer systems and ensure optimal performance so that end users can maintain high productivity. The successful candidate will work with a team to execute a roadmap with specific tasks related to security, networking, phone system, system adoptions, etc.
What You'll Do

• Provide first-contact support of incoming requests to the service desk via web portal, email, ticket system, and chat to ensure courteous, timely, and effective resolution of end-user issues
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
• Use remote tools and diagnostic utilities to aid in troubleshooting
• Research solutions through internal and external knowledgebase as needed
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
• Test fixes to ensure the problem has been adequately resolved
• Develop help sheets and FAQ lists for end users
• Contribute to technician knowledgebase and training
• Reinforce SLAs to manage end-user expectations
• Provide suggestions for continual improvement
• Support all levels of users, including executive support
• Act as Team Lead for other Technical Support Staff

Requirements
Education/Experience and Other Requirements

• Bachelor's degree in Information Technology or Computer Science
• A+, Network+, and/or Microsoft Certified Professional
• 5+ years in IT support
• Mac and iOS experience
• Flexibility to work evenings (and weekends if necessary)
• Willingness to submit to drug and background screenings

Expertise Needed

• Expert knowledge of computer hardware, including Dell, Microsoft, and Lenovo systems
• Experience with desktop and server operating systems, including Windows OS, Mac OS, iOS, and Android
• Extensive application support experience with Office365, Azure, Microsoft Office, Adobe Creative Cloud, Mimecast, Active Directory, TeamViewer, Virtualization, Multi-Factor Authentication tools, and Jira
• Working knowledge of a range of diagnostic utilities
• Familiarity with the fundamental principles of ITIL