Senior IT User Services Specialist

 Since our founding in 1982, Shawmut Design and Construction (a 100% employee-owned company) has been recognized as a Best Place to Work 60 times by our employee-owners. At Shawmut, you will have the opportunity to own your career and deliver impact within our culture of ownership and innovation focused around providing the gold standard of client service for the world’s most recognizable and elite brands and institutions.

Here’s a glimpse into what we are offering:

• Competitive base salary and an annual bonus
• Health, Life, Long/Short Term disability, Dental and Vision insurance 
• Shawmut Flex – we have offered a flexible work remote environment for years and we encourage a flexible work environment that meets the business needs
• 401K with Match
• Generous Paid Time Off policy (Including vacation, summer Fridays, holidays, personal sick and volunteer day – which we can explain at time of interview)
• ESOP – be an employee owner
• The Extras: cell phone, laptop, tuition reimbursement, pet insurance, auto & homeowner (mortgage network & insurance savings) and many more

Shawmut Design and Construction Boston Office is looking for a Senior User Services Technician to work within our IT Service Desk helping to support our internal business clients and their devices across the United States. You will work in a fast-paced environment with a cloud-based call center and asset management system as well as other remote support technologies. You will help in upgrading client systems to the latest Windows 11 and Office 365 client technology. You will be a senior member of a national support team providing technical support to end users and acting as an escalation point for others. Growth opportunities available for those looking to work more closely with client-side security technologies, client management technology, and conference room technology.

• Assist with day-to-day tier 1 support of end users and their Windows and iOS devices and applications working both in person and through remote communication channels like the phone, chat, or email utilizing remote support tools. This includes support of hardware, software, and operating system.
• Provide Tier 2 and 3 Technical Support – Diagnose and promptly resolve all escalated issues in the national environment. Documentation of solutions is expected to prevent future escalations, and documentation of root cause is expected to prevent future issues.
• Respond to, update, and resolve support tickets in our ITSM ticketing system.
• Assist in roll-outs of every facet of client technology: operating systems, software, hardware, firmware and drivers.
• Onboard new users, which includes imaging laptop hardware, configuring accounts, configuring applications, and configuring mobile devices.
• Assist with maintaining store room inventory of laptops, mobile devices, and accessories.
• Work closely with other User Services team members and with other IT teams in the event a support request requires escalation.
• Help develop and maintain end user-facing documentation in the areas of how to guides and problem resolution.
• Help develop and maintain documentation for IT team members to perform common tasks and resolve common issues.
• Work within the User Services team and cross-functional project teams to help the IT organization meet its support and service goals.
• Work flexible hours to support a national, construction work force spread across hundreds of jobsites.
• Mentor and coach junior team members – Provide technical guidance and documentation to the User Services team as a whole and provide training to allow for issues to be resolved at first touch.

• BS/BA degree preferably in Computer Science or equivalent experience
• 4+ years of hands-on experience in a corporate environment in a technical support role
• Knowledge and understanding of client computing fundamentals with Windows and iOS devices
• Knowledge and understanding of computing and networking fundamentals like VPN, TCP/IP, and Active Directory services
• Ability to work independently or as part of a team
• Strong working knowledge of common enterprise applications like Microsoft Office, Windows File Shares, and Google Chrome.

Eligible candidates must be authorized to work in the United States without sponsorship or restriction, now and in the future.

Shawmut prohibits discrimination against any staff member or applicant on the basis of race, color, sex, sexual orientation, gender identity/expression, age, religion, national origin, marital status, veteran status, pregnancy, physical or mental disability, genetic information, disability, creed, citizenship status, or any other legally protected characteristic.