IT Support Specialist Position Available In Middlesex, Massachusetts

IT Support Specialist Rocket Software – 3.4 Waltham, MA Job Details Full-time $94,235.86 – $117,794.93 a year 13 hours ago Benefits Paid holidays Disability insurance Health insurance 401(k) Tuition reimbursement 401(k) matching Qualifications Computer Science IT service management iOS Mid-level Microsoft Office Information security Information Security Bachelor’s degree IT support IT Leadership 2 years Communication skills Active Directory Information Technology Full Job Description It’s fun to work in a company where people truly BELIEVE in what they’re doing!

Job Description Summary:

As an IT Support Specialist for Rocket Software, you will be part of a global fast paced IT organization with a primary mission to provide world class support services to our software development labs and internal business units within the America’s, APAC and EMEA regions. The IT Support Specialist provides 2nd line support to Rocketeers, acting as an escalation point for Associate IT Service Desk Specialists and IT Service Desk Specialists. They receive, record, diagnose, update and resolve issues opened by our customers, Rocketeers. They offer support and guidance to Associate IT Service Desk Specialists and IT Service Desk Specialists.

Essential Duties and Responsibilities:

Provide level 2 support to Rocketeers working to resolve more complex issues. Understand and apply advanced principles of Rocket’s IT Service Management tool set. Create and validate knowledge articles to solve Service Requests and Incidents. Provide onsite technical support (MSFT Teams, AV, etc.) for on-site meetings and events. Continue to develop documentation and communication skills. Act as the primary escalation point for other IT Service Desk Specialists; apply necessary escalation processes. Create basic work plans and work somewhat independently and meet due dates. Work under limited direction of a manager or more senior members of the team. Understand hardware and software systems. Contribute to projects and initiatives within EUX and the wider IT group. Some OT or flexible scheduling may be required.

Required Qualifications:

2 – 3 years of IT Support or Service Desk Experience. Basic technical certifications desirable, ie ITIL and MSFT Able to provide strong evidence of previous Service Desk and Support work completed Work well in a team environment, collaborative, dependable and accountable. A technical understanding of key IT technologies such as Windows 11, Active Directory, Office 365, networking concepts and unified communications. A solid understanding of hardware, particularly laptops. Good understanding of IT Service Management Principles. Recognizes and acts appropriately to high priority incidents and Service Requests. Contributes to solutioning on large scale issues. Proactive in identifying systemic issues Strong communication, written and spoken, skills Commitment to Rocket core values of

Trust, Empathy, Love and Humanity Preferred Qualifications:

Previous team leader experience and responsibility for maintaining and implementing IT endpoint security platforms which provide device management, antivirus, endpoint security, patch management and compliance reporting across end user platforms (Windows, Mac, Chromebook, iOS, Android).

Education:

Bachelor’s Degree in an IT technical/Networking degree

Travel Requirements:

Minimal,