Broad IT provides-and this role directly coordinates-end-user support of more than 2500 laptops, desktop systems (Windows and Mac) across Broad's several buildings as well as telephony, printing, and conference room A/V, and a walk-up service desk. The desktop support organization comprises 8-10 Desktop Support Specialists under the supervision of the Service Desk Manager.The Associate Desktop Support Specialist role is responsible for first line support for the Broad community either by email, phone, remote or in-person. The position requires a strong focus on customer service and an ability to work efficiently and effectively in a fast pace environment. The work performed by an Associate Desktop Support Specialist varies from day to day and as such the individual will need to be able to multi-task often to ensure the work gets processed and the incident closure rate remains high.PRINCIPAL DUTIES AND RESPONSIBILITIES (*Essential Functions)
* Imaging, deploying and reclaiming computing equipment to end users on a timely basis. * Accurately record and update incidents on our Service Now instance in a timely manner. * Assist in developing, documenting new procedures as well as suggest process improvements * Respond to and update incidents promptly * Other duties as assigned by the Service Desk Manager
MINIMUM QUALIFICATIONS
* Degree in Computer Science or other technical discipline with in-depth understanding of modern computing technology or equivalent training or experience * 0-2 years' experience * Strong problem solving ability * Be able to follow established procedures * Previous experience supporting Windows, MacOS, Dell and Apple hardware in a high paced real-time work environment * Preferred: Microsoft Certified Professional, Apple Certified Macintosh Technician Certification, * MacOS 10.9 Certification, Comptia A+, HDI Service Desk Analyst or HDI Desktop Support Technician * Previous customer service experience is strongly desired
WORKING CONDITIONS
* Normal office conditions * Ability to lift up to 50lb's
The Broad Institute will not offer visa sponsorship for this opportunity.