IT End User Services Specialist

Job Title:                          IT End User Services Specialist

Reports To:                      Helpdesk Manager

Department:                     IT

Location:                          Boston, MA

Salary Range: $90,000 - $120,000

The IT End User Services Specialist delivers a white glove, professional technology experience for the firm’s employees.  The role combines hands-on technical troubleshooting, as well as liaising with others on the IT End User, Infrastructure and Security teams when necessary, in order to ensure that prompt, thorough resolutions are provided to our internal clients.  Our Specialists are IT’s ambassadors to the rest of Leerink, taking ownership of issues through resolution, to help ensure our colleagues can use technology to work effectively, securely, and productively.  

Primary Duties and Responsibilities

• End User Support: Provide prompt, comprehensive, white glove technical assistance for break/fix issues and request fulfilment involving desktop/laptop hardware, software, office phones and mobile devices. 
• Ownership & Accountability: Taking ownership of tickets that come in, setting expectations with our end user clients (including VIPs), troubleshooting and researching, as well as engaging others as needed, and ensuring a white glove resolution is provided and expectations are ideally exceeded. 
• Ticket Management: Efficiently identify, evaluate, triage, log, and prioritize incoming IT requests utilizing JIRA, updating tickets with steps taken and  resolution details.
• Desktop / Laptop Management: Install, configure, upgrade, and rebuild workstations.  Troubleshoot and replace hardware and peripherals as needed.   
• A/V Troubleshooting and Assistance: Troubleshoot A/V systems in conference rooms and assist colleagues in getting logged in and connected to meetings. 
• Lifecycle & Operations: Perform technology onboarding and termination processes.   Work with the facilities team to keep up to date records of hardware inventory and location.
• On-site Vendor Liaison: Serve as an operational liaison for on-site third-party vendors (facilities vendors, hardware technicians).

Technical Systems

• Operating Systems & Hardware: Windows 11, iOS (iPhones and iPads) and Android, PC hardware components
• Productivity Software: Office 365 Suite, Chrome, Zoom, Acrobat
• Financial Services Platforms: Bloomberg, Refinitiv (Thomson Reuters), S&P, FactSet, AlphaSense, Macabacus, CapIQ, FlexTrade Color Palette, WEX
• User Administration: Active Directory, Exchange, M365, Intune, Duo
• AI Platforms: Rogo, ChatGPT, Copilot, Claude
• Network & Process Tools: Fundamental understanding of TCP/IP and DNS, web filtering, networking basics.
• Voice: Mitel, Teams, Trading Turrets
• A/V: Teams, Zoom, Crestron, Neat

Essential Experience and Qualifications

• Personality: Energized by Helping People, Friendly, Collaborative Team Player, Tenacious, Outgoing, Empathetic, Outstanding communicator. Proven ability to maintain poise, professionalism, and client focus while interfacing with high-pressure users.  Able to think critically in any situation.
• Experience: Minimum of 3–5 years end user support, help desk or desktop support experience. Ideal candidates will have worked for a financial services firm, supporting end user clients at investment banks or alternative investment companies (hedge funds, private equity, or family funds).
• Schedule: Must be able to be in the office 5 days per week (M-F 7:30-4:30p) and participate in weekend on-call rotation with other members of the team.
• Physical Requirements: Ability to lift 50 lbs., install IT equipment such as monitors and PCs, and work within semi-confined spaces such as IT closets.
• Education: Bachelor’s degree (or equivalent professional experience). Relevant IT certifications are a plus.
• Technical Experience: Extremely comfortable supporting end users within a fast paced, Microsoft-centric environment.