Job Description Summary

Technical Support Specialist – Job Description

For over forty years, HarbourVest has been home to a committed team of professionals with an entrepreneurial spirit and a desire to deliver impactful solutions to our clients and investing partners. As our global firm grows, we continue to add individuals who seek a collaborative, open-door culture that values diversity and innovative thinking.

In our collegial environment that’s marked by low turnover and high energy, you’ll be inspired to grow and thrive. Here, you will be encouraged to build on your strengths and acquire new skills and experiences.

We are committed to fostering an environment of inclusion that promotes mutual respect among all employees. Understanding and valuing these differences optimizes the potential of both the individual and the firm.

HarbourVest is an equal opportunity employer.

This position will be a hybrid work arrangement, which translates to 3 days minimum per week in the office.

We are looking for an experienced Service Desk professional to join our team! The ideal candidate for this position will have a solid technical background and a passion for helping others. They will possess a wide array of interpersonal skills and be able to explain complex technical issues to non-technical users in a clear and concise manner. They will be self-motivated, meticulous, and able to work standalone as well as with an amazing set of professionals.

The ideal candidate is someone who possesses:

• A customer-first mentality and a commitment to providing exceptional service
• A willingness to learn and stay up to date with a wide variety of technologies and industry trends
• A demonstrated ability to work with users and solve technical issues in a timely manner
• Experience with remote support tools and ticketing systems
• Strong organizational skills and the ability to manage multiple priorities simultaneously
• A positive attitude and the ability to remain calm and professional under pressure

What you will do:

• Responding to inquiries from end-users and providing Tier 2/3 technical support via phone, email, or in-person
• Diagnosing and resolving technical issues related to hardware, software, and network connectivity
• Creating and maintaining detailed documentation of all technical support incidents and solutions
• Raising complex support issues to higher-level support teams as needed
• Providing end-user training and support for software applications and systems
• Monitoring system alerts and responding to issues proactively
• Performing hardware and software installations and upgrades as needed using SCCM and Intune
• Supporting video conferencing systems across our global offices (Cisco & Teams Rooms)
• Maintaining a high level of customer satisfaction by ensuring timely and effective resolution of all technical support requests in line with SLAs
• And other responsibilities as required

Sample Projects:

As a Technical Support Specialist, you will have the opportunity to work on a variety of projects aimed at improving the overall IT support experience for our users. These projects may include:

• Working on the mobile phone setup, account maintenance and technical support for Apple Business Managed devices.
• Developing and implementing new technical support processes and procedures to streamline support workflows and reduce response times
• Researching and evaluating new technologies and tools to enhance the functionality and reliability of our IT systems and infrastructure
• Collaborating with other IT teams to implement and maintain monitoring and alerting systems that proactively identify and address potential issues before they become critical problems
• Participating in the planning and execution of major IT initiatives, such as system upgrades or migrations, to ensure a seamless transition for our user

What you bring:

• Proven capability to find solutions and problem-solving skills
• Professional written and spoken communication skills
• Ability to work independently and as part of a team
• Knowledge of common software applications and operating systems, such as Windows 10 and Microsoft 365
• Ability to manage multiple tasks and priorities in a fast-paced environment
• Willingness to work flexible hours, including evenings and weekends as needed
• Provide P1 technical assistance after-hours as determined by the on-call schedule.

Education Preferred

• Bachelor of Science (BS) or equivalent experience

Experience

• 2-5 Years experience in a technical support role preferred

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