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Senior IT User Services Specialist

  • Job
    Full-time
    Mid & Senior Level
  • IT & Cybersecurity
  • Boston

AI generated summary

  • You need a degree in Computer Science or equivalent experience, 4+ years in technical support, knowledge of Windows and iOS, networking fundamentals, enterprise applications, and the ability to work independently or as part of a team.
  • You will provide technical support for end users, diagnose and resolve escalated issues, maintain inventory, onboard new users, and assist with IT projects and documentation. Work in collaboration with IT teams and mentor junior team members.

Requirements

  • BS/BA degree preferably in Computer Science or equivalent experience
  • 4+ years of hands-on experience in a corporate environment in a technical support role
  • Knowledge and understanding of client computing fundamentals with Windows and iOS devices
  • Knowledge and understanding of computing and networking fundamentals like VPN, TCP/IP, and Active Directory services
  • Ability to work independently or as part of a team
  • Strong working knowledge of common enterprise applications like Microsoft Office, Windows File Shares, and Google Chrome.

Responsibilities

  • Assist with day-to-day tier 1 support of end users and their Windows and iOS devices and applications working both in person and through remote communication channels like the phone, chat, or email utilizing remote support tools. This includes support of hardware, software, and operating system.
  • Provide Tier 2 and 3 Technical Support – Diagnose and promptly resolve all escalated issues in the national environment. Documentation of solutions is expected to prevent future escalations, and documentation of root cause is expected to prevent future issues.
  • Respond to, update, and resolve support tickets in our ITSM ticketing system.
  • Assist in roll-outs of every facet of client technology: operating systems, software, hardware, firmware and drivers.
  • Onboard new users, which includes imaging laptop hardware, configuring accounts, configuring applications, and configuring mobile devices.
  • Assist with maintaining store room inventory of laptops, mobile devices, and accessories.
  • Work closely with other User Services team members and with other IT teams in the event a support request requires escalation.
  • Help develop and maintain end user-facing documentation in the areas of how to guides and problem resolution.
  • Help develop and maintain documentation for IT team members to perform common tasks and resolve common issues.
  • Work within the User Services team and cross-functional project teams to help the IT organization meet its support and service goals.
  • Work flexible hours to support a national, construction work force spread across hundreds of jobsites.
  • Mentor and coach junior team members – Provide technical guidance and documentation to the User Services team as a whole and provide training to allow for issues to be

FAQs

What are the main responsibilities of a Senior IT User Services Specialist at Shawmut Design and Construction?

The main responsibilities include providing technical support to end users, upgrading client systems to the latest technology, working within a cloud-based call center and asset management system, and acting as an escalation point for other team members.

What technologies will the Senior IT User Services Specialist work with?

The Senior IT User Services Specialist will work with Windows 11 and Office 365 client technology, as well as other remote support technologies. Growth opportunities are also available for those interested in client-side security technologies, client management technology, and conference room technology.

What kind of work environment can the Senior IT User Services Specialist expect at Shawmut Design and Construction?

The Senior IT User Services Specialist can expect to work in a fast-paced environment within a national support team. They will be responsible for supporting internal business clients and their devices across the United States, and will work with a cloud-based call center and asset management system.

Are there opportunities for growth within the Senior IT User Services Specialist role at Shawmut Design and Construction?

Yes, there are opportunities for growth within the role for those interested in working more closely with client-side security technologies, client management technology, and conference room technology.

A Better Building Experience.

Engineering & Construction
Industry
1001-5000
Employees
1982
Founded Year

Mission & Purpose

At Shawmut Design and Construction, we promise our clients a better building experience. As an award-winning construction management firm, we are dedicated to outperforming expectations every day—a responsibility we take seriously as employee-owners and a promise we make to each one of our partners. Right from the start—all the way to the ribbon cutting—we promise our clients a building experience that’s the very best. Winning for clients is our passion. We succeed when our clients enjoy the building process as much as the building itself. To be the best, we need to cultivate the best talent. We work to create an inclusive environment where everyone reaches their fullest potential, with a Diversity Leadership Council driving our journey toward diversity, equity, and inclusion. Shawmut is 100% employee-owned which means every employee has a vested interest in the success of the company and the success of our clients’ projects. As part owners through the Employee Stock Ownership Plan (ESOP), each employee takes pride in being part of a talent-driven and leading-edge organization focused on delivering exceptional client service.