IT Support Specialist

Description

*This position requires someone to come into the Cambridge Systematics Medford, MA office on an as needed basis*

Cambridge Systematics, Inc. is shaping the future of transportation. We are industry leaders, transportation specialists dedicated to ensuring that transportation investments can deliver the best possible results. By providing innovative policy and planning solutions, objective analyses and technology applications, we help our clients anticipate and meet future transportation needs while improving the performance of existing infrastructure and operations. Above all, we are committed to our clients' success in making transportation better for future generations.

The IT Support Specialist provides Tier-2/3 Service Desk support for a broad range of technologies. They will serve as an escalation point for complicated issues. They will also work on projects to develop innovative solutions to more complex personal computing needs and automation of day-to-day tasks.

Essential Duties and Responsibilities

Technical Support (Tier 2/3) 35%

• Provide Tier-2 and Tier-3 IT application, computer, and mobile device support. • Research, resolve, and document issues and/or escalate to appropriate team member; document and prioritize all support requests in the IT Service Desk ticketing system; Act as lead on more complex support requests and coach support analysts on advanced problem resolution. • Configure, set up, and relocate desktop, laptop, and workstation computers as required. Install and configure a variety of software products in accordance with Cambridge Systematics' processes and standards. • Take lead on specialty software troubleshooting, maintenance, and licensing. • Ensure all equipment is properly maintained, including security remediation and preventative measures. • Place, manage, and track vendor service calls where appropriate. • Participate in the on-call rotation.

Customer Support 35%

• Achieve high client satisfaction as measured by formal company surveys and informal inquiries. • Utilize strong customer service skills to communicate effectively with CS employees at varying levels, troubleshoot issues, and gain consensus on technical plans.

Documentation 15%

• Document, create, and update procedures, processes, and knowledgebase articles. • Revise and maintain system and application training documentation. • Develop and refine IT documentation standards for both staff facing material and the internal IT documentation library.

Project/Administrative Support 15%

• Research and present to Manager and other IT team members new and/or creative and cost-effective methods to improve the customer experience or day-to-day IT tasks, including software, hardware, and mobile solutions • On-board Cambridge Systematics new employees; assist new employees with system access and equipment • Monitor and track CS computer assets • Hold responsibility for occasional special projects as assigned. Communicate with manager regularly on status and expectations. Maintain primary support responsibilities in a timely and efficient manner while engaged in projects • Assist Network and Systems Administrators and other IT team members with upgrades and modifications to IT infrastructure.

Position Requirements

• Bachelor's degree preferred
• IT-related college coursework and/or technical certification(s)
• 4+ years' experience in an IT support environment
• Excellent organizational, communication (written and verbal), interpersonal and customer service skills
• Demonstrated proficiency with Microsoft O365 and Windows operating system
• MacOS and/or scripting/automation experience
• Basic understanding of TCP/IP, networking, server administration and security concepts
• Advanced analytical and problem-solving skills and ability to learn new technologies and apply that knowledge
• Flexibility to work non-standard work hours, when necessary, periodic onsite work as required
• Demonstrated reliability, timeliness, and availability to work
• Ability to lift 40 lbs.

Candidates should be aware that Cambridge Systematics currently maintains a policy requiring all employees to be fully vaccinated against COVID-19. Newly hired employees must be vaccinated prior to their employment start date and proof of vaccination is required. Cambridge Systematics is an equal opportunity employer and will provide a reasonable accommodation, for medical or religious exemptions, where it does not create an undue hardship to the Company under federal, state, and local law.

Cambridge Systematics is an equal opportunity employer. We strive to create a culture in which every voice is valued, where employees have a sense of belonging and connection with one another and to the organization, and they feel empowered to do their best work. We are committed to increasing diversity at all levels within the firm and we encourage people of all backgrounds to apply to our open positions.

If you think you have what it takes but aren't sure you meet all the requirements of this job, we invite you to connect with us. We value all perspectives and life experiences and want to hear about yours.

EOE AA M/F/VET/DISABILITY'

Salary: $70,000-$80,000 Annually