The Brattle Group, a privately held, global economics consulting firm, is looking for a Desktop Support Technician to join our Washington, D.C. office. The primary goal of the Desktop Support Technician is to provide technical support to users of PC’s and related end-user technologies through the company’s ticketing system as well as in-person support. This person will aid the Desktop Support team to identify, resolve, and prevent the reoccurrence of problems. The ideal candidate must be articulate, possess strong technical troubleshooting abilities, must be detail oriented and show ownership over their work. In addition, this person must provide an exemplary level of customer service to internal clients.

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

Assist users with technical issues related to peripheral devices (docking station, keyboard, mouse, monitors, laptop, etc.) including hardware replacement
Monitor and respond to helpdesk tickets
Support the employee onboarding processes including training end users, imaging laptops, and deploying hardware
Assist in the use of enterprise imaging, software deployment tools, and data migration for end user computing needs
Manage support calls for printer break/fix services
Support and distribute company-owned mobile devices
Communicate and coordinate regularly with Director of IT Infrastructure and Operations, as well as the Manager of Helpdesk
Collaborate daily with team members on support requests and procedural review
Participate in on-call rotation for emergency support phone queue
Assist in supporting the company's security posture
Work with IT teams to acquire service level performance metrics for all desktop system and related infrastructure elements

THE CANDIDATE

BSc in IS, CS, or equivalent experience; will consider experience in lieu of a degree
A+, MCP or other equivalent certification is a plus
Minimum five (5) years of experience in a desktop support and end-user support role
Windows 10/11 Pro support
Desktop and hardware configurations, including Thunderbolt docking solutions
Apple iOS device support
LAN-based imaging
Support end user VPN connectivity issues
Excellent customer service skills
Current LAN and WLAN IP network technologies
Windows 10/11 Pro 64-bit Enterprise operating systems
Knowledge must reflect current technologies with experience on corporate Windows computer operating systems
Ability to manage a fast-paced, multiple location environment with multiple tasks and demands
Demonstrate a clear ability to manage multiple tasks with accuracy and attention to detail
Ability to work effectively and to interact with clients and team members
Carrying a communication device is required
Evening/weekend work may be required; Occasional travel as needed
Rotating on-call coverage support required
Requires physical activity including the regular moving of items of fifty (50) pounds or more

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.

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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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