About the role

What’s an average day like?

The client you’ll work with is a thriving Life Science Organization. Pliancy prides itself on working with clients who respect our team and expertise. You will typically be integrated with your assigned client focusing on meeting their IT operational needs. You’ll get to collaborate with teammates to solve interesting, important challenges, all of whom have a passion for technology and helping people. If you love innovating, building relationships, and socializing with fellow team members, you’ll love our culture.

As a Helpdesk IT Consultant at Pliancy, you will be mentored on multiple technical concepts such as cloud storage, networking, device management, and SaaS (Software as a service) to name a few. In this role, you will also learn to improve core skills ranging from troubleshooting hardware/software to people and business communications skills such as customer service and conflict resolution. Collaboration and learning will be a huge part of this role where you will have access to multiple subject matter experts, documentation, and knowledge bases to guide you in how to best serve our clients.

Who are we looking for?

You are passionate about technology and love learning new things. You’re an attentive, curious person who loves connecting with the people you support and working in a team environment. To you, clients are people, not just ticket numbers or cases to solve — you build relationships, and as a by-product, you build trust. Few things make you feel better at the end of a workday than helping your team work swiftly and efficiently toward a common goal. You look out for your people and they’re grateful for your responsiveness. 

Responsibilities:

Hours: 8 am - 4:30 pm ET

• Serving clients via ticket, phone, and messaging queue 
• Weekly onsite visits in the Greater Boston area
• Assisting with the adoption of forward-thinking technology in a rapid-growth environment
• Providing high-touch support to department heads and staff
• Troubleshooting day-to-day technical issues and assisting with daily requests
• Onboarding new users, configuring laptops, and setting up desks/workstations
• Training and assisting on the use of tools and technology to meet business needs
• Documenting assets, configurations, passwords, processes, etc., and maintaining current and accurate documentation
• Assisting with office moves, upgrades, and AV installations
• Study and train on Okta SSO and connected automated SaaS systems
• Perform and verify Okta account creations meeting client requirements
• Install software updates to PC and Apple devices using MDM systems
• Verify automated software deployments for productivity software have been completed successfully with Slack, Office 365, Box, and AV software
• Track and measure time spent on client work using billing software

Requirements (Note: we will review and consider all applicants):

Should Have

• Proof of Covid-19 vaccinations
• Willing and able to commute within the Greater Boston area
• Fundamental knowledge of common operating systems such as Windows and MacOS
• Empathy - Establishing connections and understanding with clients and colleagues
• Ability to collaborate with diverse groups of people
• Self-motivated, adaptable, and able to multitask in fast-paced environments
• Natural curiosity
• Exploring new and existing technology
• Understanding the underlying mechanisms and inner workings
• Questioning the how and why of current processes
• Passion for growth and development

Nice to Have

• Entry-level technical certifications such as:
• CompTIA A+ and Network+
• Microsoft Certified: Fundamentals of Azure
• Microsoft Certified: Fundamentals of Modern Desktop Administration
• Cisco Certified Technician (CCT)
• ITIL Foundation
• Higher-level educational courses in technical fields
• Previous IT help desk experience of 1-2 years
• Experience with business communication, including email and phone correspondence

Benefits

• Generous salary, above-average pay ($60K-$70K per year dependent on experience)
• Healthcare: Premiums 100% covered for employees, 50% for dependents for our base level plan with the option to upgrade your plan and coverage
• Medical HRA: Company-funded reimbursement account to help cover copays, deductibles, and coinsurance
• Optional dental and vision plans are offered for you to opt into
• 401(k) plan
• Unlimited PTO
• Paid leave for new parents
• Home internet and mobile phone reimbursement ($50 per month) to help you stay connected
• Employer-funded commuter benefits and mileage reimbursement
• Employee stock options so you can share in Pliancy’s success

Note: As of September 27, 2021, Pliancy requires all employees to show proof of full COVID-19 vaccination before being admitted to any of our physical offices.