The Brattle Group, a privately held, global economics consulting firm, is looking for a Helpdesk Technician 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. In addition to facilitating the IT Helpdesk function to identify, resolve, and prevent the reoccurrence of problems, while providing an exemplary level of customer service to internal clients. The ideal candidate 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.

 

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

  • Monitor Helpdesk ticket queue, answers any call queue calls, and submits tickets as necessary
  • Responds to common requests for service by providing information to enable fulfilment
  • Trains new employees using the Helpdesk New Hire Orientation document
  • Assist with hardware setup/changes at workstations/offices (monitors, keyboard, mouse, docking stations)
  • Support account lockouts in Active Directory
  • Participate in documenting and maintaining IT procedures/guidelines
  • Assist Helpdesk Manager with documentation of desktop systems, processes, training and other related items
  • Assist with on-site systems and infrastructure hardware and networking equipment installation and minor configuration in coordination with Infrastructure staff, when applicable
  • Assist in office move related tasks and vendor management in coordination with Helpdesk Manager and Director of IT Infrastructure and Operations
  • Participate in on-call rotation for emergency support phone queue

 

THE CANDIDATE

  • BSc in Information Systems, Computer Science, or equivalent experience in lieu of degree; A+, MCP or other equivalent certification is a plus
  • 2+ years of experience in an IT performance analysis and end-user support role
  • Experience with Windows 10/11 Pro and Microsoft Office 2016/365 support
  • Experience with imaging deployment
  • Proficiency in Helpdesk ticketing system or equivalent
  • 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
  • Occasional travel as needed
  • Carrying communication device required
  • Evening/weekend work may be required
  • COVID Vaccine Required*

 

*Individuals seeking an exemption from this requirement for medical or religious reasons should submit a request for accommodation by contacting Recruiting@Brattle.com

 

 

THE EMPLOYER

The Brattle Group answers complex economic, finance, and regulatory questions for corporations, law firms, and governments around the world. We are distinguished by the clarity of our insights and the credibility of our experts, which include leading international academics and industry specialists. Brattle has over 400 talented professionals across four continents. For more information, please visit our website.

 

EQUAL OPPORTUNITY

The Brattle Group is an Equal Opportunity and Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, citizenship status, national origin, ancestry, sex, gender identity and expression, age, height, weight, domestic partner status, Acquired Immune Deficiency Syndrome or HIV status (AIDS/HIV status), genetic information, sexual orientation, disability (where the applicant or employee is qualified to perform the essential functions of the job with or without reasonable accommodation), marital status, veteran status, political affiliation, drug or alcohol abuse or alcoholism, or any other characteristic protected under applicable law.

 

We encourage all applicants to click here to review our full Equal Employer Opportunity Statement and here for more information on our commitment to promoting equity and inclusion across all identities and experiences.  

 

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