IT Service Center Analyst - Tier 1

W.B. Mason; Boston (MA); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Dental and vision

Short- and long-term disability

Blue Cross Blue Shield Health Plans (0

Job summary

W.B. Mason is seeking a full-time IT Service Center Analyst for the 2nd shift to provide Tier 1 IT support across the organization. You will diagnose issues, guide users, and escalate complex problems while maintaining excellent customer service.

The role involves configuring desktops, laptops, and printers, supporting Microsoft apps, and occasionally performing remote site visits to upgrade and maintain the IT environment. Strong communication and adaptability are essential.

Qualifications

• Strong working knowledge of Microsoft Windows and Microsoft Office suite.
• Ability to deliver excellent customer service and troubleshoot technical issues remotely and in person.
• Ability to lift up to 50 pounds and travel 10-20% of the time.

Responsibilities

• Provide Tier 1 IT support to employees by addressing issues and offering solutions with excellent customer service.
• Educate users to minimize repeat requests; configure, test, and troubleshoot desktops, laptops, and printers.
• Offer advanced support for Microsoft applications and manage incoming support tickets with prioritization and escalation as needed.
• Occasionally conduct remote site visits for support and upgrades; maintain the desktop environment and install software/hardware solutions.

Skills

Windows OS

MS Office

Customer service

Remote troubleshooting

Job description

Think You've Got What It Takes? Prove It at W.B. Mason!

We're looking for a driven full-time IT Service Center Analyst who's up for a challenge and ready to thrive!

QUICK INFO:

Schedule: 2nd Shift

Perks & Benefits:

• Dental and vision
• Short- and long-term disability
• Blue Cross Blue Shield Health Plans with a $0 deductible (in-network) and various design options
• A 401(k) plan
• Flexible spend program
• Paid holidays
• Company-paid or supplemental life insurance
• Medical and dependent care
• Company-paid cell phone plan with unlimited texting, calling, and data. You can also add a family member! ($55/month per line)

IT SERVICE CENTER ANALYST HIGHLIGHTS:

Each day looks different, but expect to:

• Provide Tier 1 IT support to W.B. Mason employees by addressing issues, determining causes, and offering solutions while ensuring excellent customer service and 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 support tickets by prioritizing and escalating as necessary.
• Occasionally conduct remote site visits for support and upgrades, and maintain the desktop environment by resolving problems and installing software/hardware solutions.

What We Are Looking for:

• Flexibility to work slightly varying shifts to provide proper coverage
• Strong working knowledge of Microsoft Windows and Microsoft Office suite
• Strong knowledge of network environments, including the ability to recognize and diagnose connectivity problems ranging from local to domain organizational outages
• Understanding of general IT concepts and a passion for technology
• Ability to deliver excellent customer service and effectively problem solve and troubleshoot technical issues remotely as well as in-person
• Ability to thrive in a fast-paced, technically challenging, and constantly changing environment
• Ability to manage multiple tasks with different priorities
• Ability to lift up to 50 pounds
• Ability to travel 10-20% of the time

We are dedicated to offering tailored service along with a comprehensive selection of workplace essentials, including office supplies, furniture, janitorial products, and food service items-everything necessary for smooth business operations. Our workplace culture is built on trust and strong relationships, focusing on promoting from within to create genuine growth opportunities for those with career aspirations. Our team members take pride in contributing to a meaningful mission within an environment that genuinely values history, commitment, and collaboration. We invite you to join us and become a part of this experience!