2nd Shift IT Service Desk Analyst - Onsite Boston

W.B. Mason Company, Inc; Boston (MA); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Dental and vision

Short- and long-term disability

Blue Cross Blue Shield Health Plans (0

401(k) plan

Flexible spend program

Paid holidays

Life insurance (company-paid)

Medical and dependent care

Company-paid cell phone plan with data

Job summary

W.B. Mason in Boston, MA is seeking a full-time IT Service Center Analyst to join our in-person team on the 2nd shift (2 pm–10 pm).

You will provide Tier 1 IT support, troubleshoot hardware and software, and ensure excellent customer service across the organization. You'll work on Windows and Office environments, diagnose connectivity issues, and manage support tickets while occasionally visiting user sites for upgrades and remote assistance.

Qualifications

• Strong working knowledge of Microsoft Windows and Microsoft Office suite.
• Strong knowledge of network environments and diagnosing connectivity problems.
• Excellent customer service and problem-solving abilities.
• Ability to thrive in a fast-paced, technically challenging environment.
• Ability to manage multiple tasks with different priorities.
• Ability to lift up to 50 pounds and travel 10–20% of the time.

Responsibilities

• Provide Tier 1 IT support to employees, addressing issues, determining causes, and offering solutions with follow-up.
• Educate users to minimize repeat requests and configure, test, and troubleshoot hardware like desktops, laptops, and printers.
• Offer advanced support for Microsoft and third-party applications, and manage incoming tickets, prioritizing and escalating as needed.
• Occasionally conduct remote site visits for support and upgrades, and maintain the desktop environment by resolving problems and installing software/hardware solutions.

Skills

Microsoft Windows

Microsoft Office

Customer service

Remote and in-person support

Troubleshooting

Network troubleshooting

Multi-tasking

Lift 50 pounds

Travel readiness

Job description

W.B. Mason in Boston, MA is seeking a full-time IT Service Center Analyst to join our in-person team on the 2nd shift (2 pm–10 pm).

You will provide Tier 1 IT support, troubleshoot hardware and software, and ensure excellent customer service across the organization. You'll work on Windows and Office environments, diagnose connectivity issues, and manage support tickets while occasionally visiting user sites for upgrades and remote assistance.