Desktop Support Specialist - Shorelight : Job Details

**Desktop Support Specialist**

Boston , Massachusetts Description **A****bout****Us**

Shorelight is reinventing the international education experience for students worldwide. Based in Boston, the company works directly with top-ranked, nonprofit American universities to build innovative programs and high-touch, technology-driven services that help talented students thrive and become global citizens.

**Job Overview**

The Desktop Support Specialist delivers direct, end-to-end technology support to Shorelight employees while providing excellent levels of service and support to the Shorelight community. This position acts as a first-line technical support contact for our global team .

**Essential Functions**

**Technical**

* Maintain and develop strong technical expertise in key technologies in use within Shorelight, which includes areas such as operating systems, browsers, conference room A/V , Zoom, Office 365 Suite (O365 Admin, Outlook, Teams etc ) , Okta + Okta Admin , and the like

* Troubleshoot and resolve IT issues via Ivanti ticketing system, LogMeIn Rescue (remote desktop) , Teams chat + video calls , and in-person channels

* Contribute to Desktop Operations process documentation

* Maintain familiarity with current and upcoming technology trends in mobile, desktop OS, etc.

* Demonstrate initiative in recommending enhancements and improvements to the IT infrastructure

* Help maintain a current inventory/asset system of all computer hardware and software

**Support & Customer Service**

* Actively monitor onboarding pipeline and ticket queues, and ensure that all requests are handled in accordance with Shorelight service delivery standards

* Escalate tickets proactively to responsible senior team members or specialists

* Demonstrate high degrees of skill and tact in the areas of teamwork and interpersonal relationships, including highly effective oral, written, and listening communication skills

* Assume other duties as required

**Minimum Qualifications**

* 24 years of experience in IT or a related field, with a strong background in operating systems, desktop support, security, networking, system administration, programming and scripting, and other IT technology areas

* Excellent verbal and written communication skills

* F amiliarity with Windows 10 and Mac OSX operating systems as well as a broad suite of cloud-based and SAAS applications in a business environment

* Strong technical, multitasking, and interpersonal skills

* Eligibility to work in, and travel freely to and from, the United States without sponsorship

**Preferred Qualifications**

* Bachelors degree in computer science, information technology, or related field

* Previous support or customer service experience or training

**Application Process**

To app ly f or th i s position , please visit the S hore lig ht C areers page to subm i t an app lic ation with a resume and c o v er letter .

Background Check RequiredEducation, Criminal, Identity

Shorelight is an Equal Opportunity Employer.