IT Service Desk Analyst - Norwood, Greater Boston - Up to $90k

The IT Service Desk Analyst will be the organizations go-to IT support specialist. The successful candidate will be a personable, clear communicator to help with everything from basic log-in issues, printer problems to ongoing IT technical support and troubleshooting. Your technical skills are vital, but the way you enjoy and handle a customer facing support is just as important!

• Join a leading manufacturing organization
• Work closely with the Global Service Desk Manager, The successful IT Service Desk Analyst will be responsible for:
• Customer Support - you will be the first point of contact for IT requests and will be contacted by teams, email, phone or simply by someone walking up to you in the office and asking for help!
• Incident Request & Tracking - you will log tickets accurately with a clear plan. Organization and diligence is key, and you will be able to balance tasks and also clearly communicate and explain how long each task will take and why.
• Technical Support - everything from password resets, account unlocks, Multi-Factor Authentication issues, set-up and recovery. Basic Active Directory tasks including account verification, and also new hire on boarding and leaver offboarding. This will include laptop setup, account creation/deactivation and equipment collection.
• Endpoint & Hardware Support - Laptops, docking stations, mobile devices (iOS and Android)
• Microsoft 365 & Collaboration - Outlook, Teams, OneDrive, SharePoint
• Manufacturing Site Support - Onsite support for shop floor environments and manufacturing application issues (ERP, MES)

• 3-5 years in a customer-facing technical IT support position
• Associates Degree in IT or equivalent experience
• Technical experience will include: Windows client operating systems, Microsoft 365 - Outlook, Teams, OneDrive, SharePoint
• Mobile devices - iOS and Android phones and tablets, including email configuration, app management, and Wi-Fi connectivity
• Active Directory basics - accounts, groups, password management
• Multi-factor authentication
• Endpoint security fundamentals - antivirus, encryption
• Basic networking - TCP/IP, DNS, DHCP, VPN, Wi-Fi
• Printers and peripheral devices
• Familiarity with manufacturing or industrial environments is a plus
• ITIL or CompTIA A+ certification is a plus
• Great communication

• An annual base salary of $70,000 - $90,000 depending on experience
• Variable annual performance based bonus target
• Hybrid flexibility
• Generous PTO
• Medical, Dental, Vision
• Matching 401k

This is a leading manufacturing organization based 30 minutes south of Boston, MA.