Broad IT provides—and this role directly coordinates—end-user support for approximately 4,000 laptops, desktops, and lab systems (Windows, Mac, and Linux) across Broad’s multiple buildings, along with support for telephones, printing services, conference room A/V systems, and a walk-up service desk. The Desktop Support Specialist role is responsible for first line support for the Broad community either by email, phone, remote or in-person. The position requires a strong focus on customer service and an ability to work efficiently and effectively to fulfill service requests and solve a wide array of potential incidents. The work performed by an Desktop Support Specialist varies from day to day and as such the individual will need to be able to multitask often to ensure the work gets processed and the incident closure rate remains high.

Characteristic Duties:

• Initial triage and resolution for reported IT incidents.
• Delivery of standard IT services, including but not limited to: endpoint management, software entitlement and administration, access and security control, inventory management.
• Support the Broad end users by helping to examine, document, and improve IT processes and procedures.
• Facilitate the integration of Lab equipment into existing Broad IT infrastructure and services; ensuring the seamless acquisition, storage, and transfer of research data from laboratory instruments.
• Contribute front-line knowledge to the creation and modification of IT policy.
• Maintain accurate log and record of work and assets in Servicenow.
• Basic systems administration as required, ranging from break-fix to full service ownership.