IT Help Desk Administrator - Career Opportunities

COMSOL, Inc is seeking a full-time Help Desk Administrator to join our IT team in our Burlington, MA office. The candidate will need a strong general skill set and will assist in maintaining desktops, laptops, and some server-class machines for our local and global offices. The daily routine will consist of both help desk and system administration duties focused on best practices and the overall improvement of the current infrastructure. Proven experience with help desk/system administration field is required. Additionally, having dev-ops experience and mindset is a plus with respect to scripting, automation on open source systems as well as Windows including but not limited to PowerShell, bash, and PHP scripting. This position will report to the VP of Global IT.

Essential Duties and Responsibilities

• Provide internal technical computer support for the US offices, consisting of various operating systems such as Windows, Mac and Linux.
• Respond to user queries via phone, email, chat or in-person regarding IT issues and provide timely and effective solutions.
• Provide end user support for software problems including operating systems, application software and productivity tools, such as Microsoft Office.
• End user support for hardware problems with a variety of devices including but not limited to computers, printers and wireless devices.
• Configure and installing laptop and desktop computers, phones and network. Knowledge of how to image computers is required, Windows system builds imaging and automation.
• Monitor and acknowledge new support requests and recording activities using the IT help desk ticketing system; determine whether the support requires immediate or planned action, involving IT team or consultants as appropriate.
• Develop a knowledgebase to leverage problem resolutions for repetitive support issues, and to provide self-service assistance to end users.
• Maintain patch management across all corporate-managed systems.
• Remote access support: Support VPN, Remote Desktop, and VNC.
• Maintain and update both local phone systems and via corporate UcaaS solution.
• Manage system alerts and notifications appropriately, and respond accordingly through global ticking system.
• Ensure that all designated software is properly running across all endpoints.
• System documentation with a consultative mindset and periodic system reviews and recommendations.
• Communication with users as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Collaborating with COMSOL Global IT team and established network specifications throughout COMSOL offices, Deployed AD-based user access & identity, File services, Information, and security requirements.
• Good call handling skills to assist EMEA, US, and APAC users with any IT-related issues.
• Working closely with vendors as needed.
• Spearheading inventory control measures using an Inventory system to replenish and maintain IT equipment, supplies, tools, and replacement parts.
• Analyzing issues and working on business-critical applications example: JIRA, Confluence, MS Office
• Coordinating with management to plan, develop, align and execute strategies for virtualization or other projects.
• Ability to work with Linux and Macintosh operating systems to aid the development and testing environment.
• Attention to detail with respect to both time and project management is a must.

Additional Duties and Responsibilities

• Improve user experience, perception, and satisfaction.
• Fast turnaround of user requests.
• Ability to work in a team and communicate effectively.
• Ability to demonstrate tact and sensitivity in user communications projecting a positive image.
• Excellent analytical and problem-solving skills.
• Excellent interpersonal, oral, and written communications skills.
• Excellent organizational and follow-up skills with strong attention to detail.
• Consultative and documentation oriented.
• Detail-oriented with attention to time management, processes, and procedures.
• Other duties as assigned by manager.

Requirements

• Bachelors degree in Information Technology, Computer Science, or related field preferred.
• 1-2 years proficiency in a helpdesk or systems administration role
• 1-2 years of Windows experience, specifically with Windows Server and Active Directory.
• Knowledge of Active Directory design and methodologies and best practices.
• Analytical/technical mindset with willingness to think outside the box for the solution.
• Excellent interpersonal skills including verbal and written communication, teamwork, and issue resolution.
• Accountable, with a problem-solving mindset, highly self-motivated, and self-directed.
• Certifications such as CompTIA A+, CompTIA Network+ or Microsoft certifications are desired.
• Current eligibility to work in the U.S. No sponsorship for employment-based visas will be offered for this position.