Second Shift- IT Service Center Analyst - Tier 1

W.B. Mason; Boston (MA); On-site; USD 54,000 - 70,000; Full time

Benefits offered by this job

Dental & Vision

Disability insurance

Health plans (Blue Cross/BCBS)

401(k) plan

Flexible spending program

Paid holidays

Life insurance

Medical & dependent care

Cell phone plan

Job summary

W.B. Mason is seeking a full-time IT Service Center Analyst for our Boston, MA location. This is a fully in-person, second-shift role from 2 pm to 10 pm, with responsibilities to provide Tier 1 IT support and resolve issues for employees.

You will educate users, troubleshoot hardware like desktops, laptops, and printers, and manage support tickets with escalation as needed. A fast-paced environment requires strong IT concepts and customer service skills.

Qualifications

• Provide Tier 1 IT support with strong customer service and follow-up.
• Educate users to minimize repeat requests and troubleshoot hardware/software.
• Able to troubleshoot desktop, laptop, and printer issues.
• Manage support tickets with prioritization and escalation as needed.

Responsibilities

• Provide Tier 1 IT support to employees with issue resolution and follow-up.
• Educate users to reduce repeats and troubleshoot hardware/software.
• Troubleshoot desktops, laptops, and printers; respond to tickets.
• Occasionally conduct remote site visits for upgrades and support.

Skills

Customer service

Troubleshooting

Communication

Tools

Microsoft Windows

Microsoft Office

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!

This is a fully in-person position out of our Boston, MA location.

QUICK INFO:

Schedule: 2nd Shift 2 pm-10 pm

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!