IT Service Center Analyst — Tier 1 IT Support Pro

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

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.