About Charles River Associates

Charles River Associates is a leading global consulting firm that provides economic, financial, and business management expertise to major law firms, corporations and governments around the world. CRA advises clients on economic and financial matters pertaining to litigation and regulatory proceedings, and guides corporations through critical business strategy and performance-related issues. For nearly 60 years, clients have engaged CRA for its combination of industry experience and rigorous, fact-based analysis that provide clients with clear, implementable solutions to complex business concerns.

The Information Technology (ITS) department at Charles River Associates is currently a team of 40 professionals dedicated to enhancing, maintaining, and developing the firm's technology infrastructure and security. The team is comprised of six functions: Enterprise Applications Services, Service Delivery & Telecom, Information Security, Infrastructure, Cloud and Networks, Project Management and Procurement and Human Resource Information Systems. Information Technology staff are based in the Boston, Chicago, College Station, London, Munich, New York, Oakland, and Washington, DC offices.

Position Overview

The Senior Service Delivery Specialist’s role is to improve the productivity of CRA’s employees by providing a point of contact for problem resolution and information. This is accomplished through diagnosis, identification and resolution of problems with hardware, third-party and proprietary software, LANs, and servers in a timely and professional manner via telephone, email communication, and hands-on support. 

  • Provides guidance, assistance, coordination and follow up on client questions, problems or malfunctions of all systems applications, hardware and software installed and maintained by the company.
  • Participant in remote support team; providing support to users in other offices or while users are travelling domestically and internationally via remote assistance tools.
  • Document problems and solutions in help desk tracking system. 
  • Inform management of potential problems and identify problem trends.
  • Install, modify, and make minor repairs to computer hardware and software systems.
  • Deploy and maintain workstation images.
  • Install hardware and peripheral components, such as monitors, keyboards, printers, hard drives, etc.
  • Responsible for the installation, configuration, maintenance and upgrade of computer hardware, software and mobile devices. 
  • Provide support for audio-visual systems, regular inspection of meeting rooms to ensure lighting, AV equipment, and other amenities work properly.
  • Perform day-to-day operation of all activities to execute meetings and video conference calls.
  • Other duties and special projects as assigned.

Desired Qualifications

  • Bachelor’s degree in IT field or related field of study.
  • 5+ years of IT related experience.
  • Any active certifications related to Information Technology are a plus
  • Strong knowledge of modern Windows and macOS based operating systems
  • Experience with Intune, Azure, and Autopilot
  • Ability to perform diagnostics, identify problems and provide resolutions.
  • Exceptional customer service skills and the ability to work in a team environment.
  • Excellent oral and written communication skills.  Must be able to clearly communicate technical guidance and instructions to users via telephone and email.
  • Excellent time management skills.
  • Able to handle challenging requests and multiple projects with competing interests for time.
  • Knowledge/experience supporting Windows 10 & 11 workstations, macOS, Active Directory, Microsoft Office 2016 + and Microsoft Teams
  • Must be able to travel to both offices locations and provide onsite support in  Oakland and San Francisco
  • On-call support rotation.
  • Ability to lift/move equipment (50lb/22kg)
  • Experience with administrating popular video conferencing solutions such as but not limited to, Microsoft Teams, Zoom, and WebEx in medium sized enterprises
  • Experience with Mobile Device Management, remote backup, Apple and Windows inventory software solutions

 

Work Location Flexibility

CRA creates a work environment that enables our colleagues to benefit from being together in the office to best deliver on our promise of career growth, mentorship and inclusivity. At the same time, we recognize that individuals realize a range of benefits when working from home periodically. We currently ask that individuals spend 4 days a week on average working in the office (which may include traveling to another CRA office or to a client's location), with specific days determined in coordination with your practice or team. At certain times of the year (e.g. holiday periods), additional remote work options are offered to those whose work commitments permit it, although our offices remain open for those who choose or need to be there.

Our Commitment to Diversity

Charles River Associates is an equal opportunity employer (EOE/AAE). As part of our focus on equity and inclusion, we work to ensure a fair and consistent hiring process. We celebrate diversity and we are committed to an inclusive work environment.

The District of Columbia requires CRA to include a good-faith estimate of the wage range for this role. This range is specific to individuals applying to work in our Washington, DC office and considers several factors including but not limited to experience, education level, and expertise. A good-faith estimate of the base wage range for this role is $70,000 - $95,000; actual total compensation may also include benefits and bonus. 

Apply for this Job

* Required
resume chosen  
Dropbox Google Drive
(File types: pdf, doc, docx, txt, rtf)
Cancel
cover_letter chosen  
Dropbox Google Drive
(File types: pdf, doc, docx, txt, rtf)
Cancel
When autocomplete results are available use up and down arrows to review
+ Add another education

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Charles River Associates’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Enter the verification code sent to to confirm you are not a robot, then submit your application.

This application was flagged as potential bot traffic. To resubmit your application, turn off any VPNs, clear the browser's cache and cookies, or try another browser. If you still can't submit it, contact our support team through the help center.