Shawmut Design and Construction

Senior Technical Support Specialist

Job ID
2017-3294
US-MA-Boston
Division
Internal Operations
Type
Regular Full-Time
Category
Information Technology

Overview

At Shawmut, our primary objective is to deliver exceptional service catered to our clients’ specific goals and concerns. Our project teams deliver top quality work through a hands-on, collaborative process while keeping our clients’ best  interests our absolute focus at all times. With specialized training and the support of a national company, we foster project teams whose skill and dedication leads to the deliberate, predictable and repeatable construction experiences that have attracted and retained the top clients in every market in which we focus. The most memorable construction experiences are based on one principle—it’s the people who make the difference. And at Shawmut, we have the very best.

Responsibilities

The Senior User Services Specialist provides outstanding customer service to all end users of Shawmut Design and Construction, and is an example to their peers. The Senior User Services Specialist has excellent interpersonal and communication skills, deep but ever evolving technical knowledge, a positive attitude, and sense of urgency. The Senior User Services Specialist is a leader in a collaborative, fast-paced environment, is resourceful, punctual, and professional.

 

The User Services Department works to ensure proper computer and mobile device operation for all Shawmut users to accomplish essential business tasks. This includes actively resolving help requests in an urgent manner, helping to maintain all applicable software applications and hardware, while continuing ongoing learning of new technology. Problem resolution will involve the use of diagnostic and help-request tracking tools, as well as providing in-person, hands-on help at the desktop level, phone support and email support. The User Services Department supports all leading-edge company initiatives.

 

ESSENTIAL JOB FUNCTIONS

 

  • Participate in User Services projects of hardware upgrades, new or upgraded software releases, and other end user initiatives according to manager direction.
  • Lead in analyzing, assessing and responding to requests for assistance for entire enterprise in person or via remote support tools for all end-user applications and services.
  • Build rapport with enterprise customers and train users when requested.
  • Install new laptops, desktops, printers, iOS devices and other peripherals. Assist in developing, documenting and enforcing hardware policies and standards.
  • Diagnose issues and perform hands-on fixes at the desktop or device level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Responsible for creating procedure check lists, reviewing with User Services Team and ensuring procedures are adhered to.
  • Solve escalated problems, or escalate (when required) to the appropriate team resource (User Services Director, Network or Systems Manager, etc.)
  • Coach and mentor User Service generalists.
  • Record, track and document Service Desk tickets while monitoring SLAs for the team.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution and review repositories on a regular basis to ensure accuracy.
  • Develop Knowledgebase Articles for User Services Team and end users when requested.
  • Support and deploy corporate iOS and WiFi devices.
  • Setup and maintain user accounts in Active Directory. Support the use of Windows Group Policies and Active Directory Organization Units (OUs). Maintain and enforce security policies and directory standards.
  • Maintain the inventory of hardware and software.
  • Support the use of audio-visual and video conferencing equipment in conference rooms and participate in the testing and production of company broadcast events.
  • Quickly learn and support new technology.
  • Perform post-resolution follow ups with end users as required.
  • Provide service beyond SLAs to exceed end-user expectations.
  • Maintain a clean, organized and safe workspace environment.

Qualifications

  • Experience: 5+ years of IT support experience. Client service experience necessary.
  • Education: BS in Computer Science, BA, Associates Degree, or relevant certification program and/or 5+ years of comparable experience.
  • Additional Role Specific Skills:
    • Advanced knowledge of sophisticated and diverse computing hardware, including desktop, laptop, tablets and mobile devices. Takes initiative.
    • Extensive experience with various operating systems, including Windows 7, 8.1, 10, iOS, OS X, etc.
    • Expert application support knowledge with MS Office Suite, including Outlook, Skype for Business, OneDrive, OneNote, and other common desktop applications.
    • Working knowledge of networking, VPN troubleshooting, Active Directory, SCCM, image preparation for deployment, etc.
    • Advanced knowledge of a range of diagnostic utilities. Expert troubleshooting skills.
    • Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes.
    • Exceptional interpersonal and leadership skills, with a focus on rapport-building, listening and questioning skills.
    • Strong documentation skills, attention to detail, manage tickets.
    • Ability to present ideas in a user-friendly, business-friendly and technical language.
    • Exceptional customer-service dedication.

 

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