Responsibilities
- Offer timely technical support to all end users and address escalated incidents efficiently.
- Provide frontline and secondary support via in-person, phone, and remote methods; log all issues, solutions, and service tickets in the service management platform.
- Act as the internal escalation contact for external support vendors handling complex technical problems.
- Oversee planned and unscheduled deployments of software, systems, and infrastructure, including outside regular business hours.
- Oversee and enhance core ITIL-aligned operational processes such as incident, event, service request, problem, and access management.
- Collaborate with internal departments to ensure a reliable and consistent end-user technology experience.
- Support desktop imaging, application management, system administration, configuration tasks, and oversight of third-party hosted solutions.
- Educate staff and contract workers on IT policies, protocols, and support procedures.
- Create and maintain accurate, up-to-date documentation for all IT operational workflows.
- Set up, test, and deploy IT systems and services in line with organizational needs.
- Manage SharePoint Online environments, including site permissions, document libraries, governance policies, and user assistance to promote secure collaboration.
- Serve as the main on-site IT contact for local office technology requirements, including audiovisual and meeting room systems.
Work Arrangement
Hybrid — Cambridge, MA
Other
- You will be expected to be onsite at our corporate location in Cambridge, MA three times per week.
- When working remote, you must have access to work in setting which enables meeting all requirements of the role (including privacy, reliable internet access, phone, ability to video conference, etc.).
