Compensation Overview

The Brattle Group, a privately held, global economics consulting firm, is looking for a Helpdesk Technician (2^nd Shift) to join our Boston, MA office. The position is responsible for providing technical support and training to users of PCs, collaboration solutions, and related end-user technologies. Facilitates the IT Helpdesk function to identify, resolve, and prevent the reoccurrence of problems. Possesses the ability to work independently, quickly and effectively to solve technical problems with hardware/software, as well as escalation, are essential to the position. In addition, provide an exemplary level of customer service to internal clients.

Some of the day-to-day responsibilities of this role include:

• Monitor Helpdesk ticket queue
• Process Helpdesk tickets within 15 minutes, adding notes and escalating per procedures
• Answers any call queue calls and submits tickets as necessary
• Responds to common requests for service by providing information to enable fulfilment
• Frequent communication with Helpdesk Manager
• New employee training as required
• Participate in on-call rotation for emergency support phone queue
• Assist with hardware setup/changes at workstations/offices (monitors, keyboard, mouse, docking stations), as required
• Maintain and support A/V in conference rooms, as required
• Monitor/replace printer toner and request refills as necessary
• Update desk hardware during lifecycle windows
• Support account lockouts in Active Directory
• Participate in documenting and maintaining IT procedures / guidelines
• Assist Helpdesk Manager to acquire service level performance metrics for all desktop system and related infrastructure elements (e.g. disk and cpu utilization, capacity)
• Assist Helpdesk Manager with documentation of desktop systems, processes, training and other related items
• Assist when applicable, with on-site systems and infrastructure hardware and networking equipment installation and minor configuration in coordination with Infrastructure staff
• Assist in office move related tasks and vendor management in coordination with Helpdesk Manager and Director of IT Infrastructure and Operations

THE CANDIDATE

• BSc in IS, CS, or equivalent experience a plus; A+, MCP or other equivalent certification is desired
• At least 2 years of experience in an IT performance analysis and end-user support role.
• Windows 10/11 Pro support
• Microsoft Office 2016/365 support
• Imaging deployment
• Knowledge must reflect current technologies with experience on company supported Windows computer operating systems
• Excellent customer service skills
• Excellent verbal and written communication skills
• Proficiency in Helpdesk ticketing system or equivalent
• Windows 10 Pro 64-bit Enterprise Operating System and Microsoft Office 2016 Professional Plus suite or above
• Corporate/Enterprise Antivirus endpoint support
• VPN Client support, Virtual Desktop and RDP support
• KACE Systems Imaging deployment or equivalent
• Current LAN, WLAN and WAN IP network technologies
• Wireless technologies (802.11x, Bluetooth, WiFi, etc)
• Adobe Acrobat support
• Managing support calls for laptop repairs
• Active Directory user and group management
• iOS configuration and Smartphone/mobile device deployment, management and support in an Enterprise environment
• Zoom video conferencing management
• Must be self-motivating, work independently and keep in constant communication with team members and Helpdesk Manager
• Ability to work effectively and to interact with clients, team members, as well as third-party vendors and service providers
• Requires physical activity including the regular moving of equipment of fifty (50) pounds or more Hands-on
• Limited travel as required
• Carrying communication device required
• Evening/weekend work may be required
• Must be able to access systems and email remotely
• 24x7 on-call availability, including rotation of after-hours IT support phone

Brattle offers a competitive benefits package, base salary, and bonus program for eligible roles based on individual and firm performance. The anticipated base gross salary range for this position in Boston is $67,000 - $92,000 annually.  Actual salary will depend on a variety of factors, including experience and training.