Job Directory Technical Support Analyst

Technical Support Analyst
Boston, MA

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Job Description

Challenging convention. Trying new things. Reshaping an industry.

The team at Duck Creek helps insurance companies bring amazing ideas to life quickly and easily with software that thinks and works like they do. We're fueled by sharing ideas openly, challenging conventions, trying new things, and valuing "Why not?" over "Why?" Our certainty that there is always a better way to do things keeps carriers ahead of their competition and is helping to reshape an industry.

If having a hand in transforming one of the world's oldest and largest industries into a standard for innovation, open exchange, and peerless user experience sounds exciting, let us know. We may be looking for you.

Analyst - Technical Support

Provide technical support for resolution of customer IT problems, incidents, issues, requests and queries. Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Focus on customer contact, not transaction processing.


* Provides user desktop/laptop support; provide timely responses to user questions and concerns
* Maintains inventory of hardware equipment
* Provisions/deploys new joiner desktop/laptop
* Performs user maintenance within Active Directory
* Assists in managing organization software licenses
* Works in task queue to resolve issues
* Performs IT department activities as assigned.
* Familiarity with Windows OS and installations and OS maintenance
* Familiarity with machine hardware installations/upgrades
* May order equipment as needed

Basic Qualifications:

* Associates degree (or 2+ years) in a computer related field preferred; 6 months of IT help desk experience can be substituted for education requirement.

* Technology Troubleshooting

* Problem Solving & Escalation Management

* Problem Management

* Service Excellence

* A/V experience, a plus

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