Job Information
The Brattle Group Helpdesk Technician (2nd Shift) in Boston, Massachusetts
The Brattle Group, a privately held, global economics consulting firm, is looking for a Helpdesk Technician (2 nd Shift) to join our Boston, MA office. The position is responsible for providing technical support and training to users of PCs, collaboration solutions, and related end-user technologies. Facilitates the IT Helpdesk function to identify, resolve, and prevent the reoccurrence of problems. Possesses the ability to work independently, quickly and effectively to solve technical problems with hardware/software, as well as escalation, are essential to the position. In addition, provide an exemplary level of customer service to internal clients.
Some of the day-to-day responsibilities of this role include:
Monitor Helpdesk ticket queue
Process Helpdesk tickets within 15 minutes, adding notes and escalating per procedures
Answers any call queue calls and submits tickets as necessary
Responds to common requests for service by providing information to enable fulfilment
Frequent communication with Helpdesk Manager
New employee training as required
Participate in on-call rotation for emergency support phone queue
Assist with hardware setup/changes at workstations/offices (monitors, keyboard, mouse, docking stations), as required
Maintain and support A/V in conference rooms, as required
Monitor/replace printer toner and request refills as necessary
Update desk hardware during lifecycle windows
Support account lockouts in Active Directory
Participate in documenting and maintaining IT procedures / guidelines
Assist Helpdesk Manager to acquire service level performance metrics for all desktop system and related infrastructure elements (e.g. disk and cpu utilization, capacity)
Assist Helpdesk Manager with documentation of desktop systems, processes, training and other related items
Assist when applicable, with on-site systems and infrastructure hardware and networking equipment installation and minor configuration in coordination with Infrastructure staff
Assist in office move related tasks and vendor management in coordination with Helpdesk Manager and Director of IT Infrastructure and Operations
THE CANDIDATE
BSc in IS, CS, or equivalent experience a plus; A+, MCP or other equivalent certification is desired
At least 2 years of experience in an IT performance analysis and end-user support role.
Windows 10/11 Pro support
Microsoft Office 2016/365 support
Imaging deployment
Knowledge must reflect current technologies with experience on company supported Windows computer operating systems
Excellent customer service skills
Excellent verbal and written communication skills
Proficiency in Helpdesk ticketing system or equivalent
Windows 10 Pro 64-bit Enterprise Operating System and Microsoft Office 2016 Professional Plus suite or above
Corporate/Enterprise Antivirus endpoint support
VPN Client support, Virtual Desktop and RDP support
KACE Systems Imaging deployment or equivalent
Current LAN, WLAN and WAN IP network technologies
Wireless technologies (802.11x, Bluetooth, WiFi, etc)
Adobe Acrobat support
Managing support calls for laptop repairs
Active Directory user and group management
iOS configuration and Smartphone/mobile device deployment, management and support in an Enterprise environment
Zoom video conferencing management
Must be self-motivating, work independently and keep in constant communication with team members and Helpdesk Manager
Ability to work effectively and to interact with clients, team members, as well as third-party vendors and service providers
Requires physical activity including the regular moving of equipment of fifty (50) pounds or more Hands-on
Limited travel as required
Carrying communication device required
Evening/weekend work may be required
Must be able to access systems and email remotely
24x7 on-call availability, including rotation of after-hours IT support phone
Brattle offers a competitive benefits package, base salary, and bonus program for eligible roles based on individual and firm performance. The anticipated base gross salary range for this position in Boston is $67,000 - $92,000 annually. Actual salary will depend on a variety of factors, including experience and training.
THE EMPLOYER
The Brattle Group answers complex economic, finance, and regulatory questions for corporations, law firms, and governments around the world. We are distinguished by the clarity of our insights and the credibility of our experts, which include leading international academics and industry specialists. Brattle has over 400 talented professionals across four continents. For more information, please visit our website. (https://www.brattle.com/)
EQUAL OPPORTUNITY
The Brattle Group is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, citizenship status, national origin, ancestry, sex, gender identity and expression, age, height, weight, domestic partner status, Acquired Immune Deficiency Syndrome or HIV status (AIDS/HIV status), genetic information, sexual orientation, disability (where the applicant or employee is qualified to perform the essential functions of the job with or without reasonable accommodation), marital status, veteran status, political affiliation, drug or alcohol abuse or alcoholism, or any other characteristic protected under applicable law.
We encourage all applicants to click here (https://www.brattle.com/equal-opportunity-employer-statement/) to review our full Equal Employer Opportunity Statement and here (https://www.brattle.com/about/diversity-equity-inclusion/) for more information on our commitment to promoting equity and inclusion across all identities and experiences.