IT Help Desk Technician

RAI Institute; Cambridge (MA); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading company dedicated to AI and Robotics is seeking an IT Help Desk Technician in Cambridge, MA. The ideal candidate will support ongoing research efforts by managing help desk tickets, providing technical support across various OS platforms, and assisting in knowledge documentation. This role requires excellent communication skills and a background in IT support, offering the opportunity to grow within a collaborative team.

Qualifications

• 1-2 years of experience with providing first level IT support for in-office and remote employees.
• Strong knowledge of IT systems, software, hardware, and networking protocols.
• Experience in a Google Workspace environment is a plus.

Responsibilities

• Manage help desk tickets and troubleshoot hardware, software, and network issues.
• Provide level 1 support for end users in a heterogeneous IT environment.
• Assist with project work as needed.

Skills

Troubleshooting

Communication

Organization

Education

Associate or Bachelor's degree in Computer Science

IT certifications in Linux, Microsoft, or network related fields

Job description

Our Mission

Our mission is to solve the most important and fundamental challenges in AI and Robotics to enable future generations of intelligent machines that will help us all live better lives.

The Robotics and AI (RAI) Institute is looking for an IT Help Desk Technician to join our team in Cambridge Massachusetts. Our ideal candidate is a self motivated team player with good communication, troubleshooting and organizational skills, to help support the ongoing and evolving research efforts at the RAI Institute.

What you will do

• Manage help desk tickets
• Provide level 1 support for end users in a heterogeneous IT environment (Linux, Windows and Mac)
• Configure computers and setup desks for new employees
• Troubleshoot hardware, software and network, issues
• Use feedback from customers to improve problem-solving techniques and customer service
• Assist with defining and documenting knowledge base articles
• Assist with project work as needed

What you will need

• Associate or Bachelor's degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required
• 1-2 years of experience with providing first level IT support for in-office and remote employees
• Strong knowledge of IT systems, software, hardware, and networking protocols
• Ability to quickly diagnose and resolve technical issues
• Excellent oral and written communication skills
• Experience working in a mixed (Windows, Mac, Linux) desktop environment
• Experience working in a team-oriented, collaborative environment
• System administration and IT certifications in Linux, Microsoft, or other network related fields are a plus
• Experience in a Google Workspace environment is a plus
• Experience supporting conference room AV systems is a plus
• Ability to work in the RAI Institute’s office in Cambridge, MA, Monday through Friday

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.