Principal Desktop Specialist

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.

The Principal Desktop Support must be knowledgeable in end-user computing technology and SaaS administration; capable of troubleshooting independently or as the point of contact when escalations are needed. As Site Lead for the Broad Clinical Labs campus in Burlington, this position serves as the IT point person in support of service desk, laboratory IT, and audio/visual and collaboration events. In absence of site-specific need, this position will provide remote support for hybrid users and Broad's Cambridge campuses.

• 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.

• Degree in Computer Science or other technical discipline or equivalent experience building an in-depth understanding of modern computing technology.
• Minimum of 5 years of related work experience will be required.
• Experience writing, following, and managing technical documentation.
• Ability to work under minimal supervision with expert time management.
• Previous customer service experience, prior Lab support desired.
• Basic network troubleshooting (ping, traceroute, ipconfig, DDI, etc)
• Strong OS operation & troubleshooting experience (Windows, Mac, & Linux)

Desired Qualifications:

• Experience managing projects or complex IT integrations.
• Experience with endpoint management and entitlement systems and identity systems: Jamf, Intune, SCCM, AD, Okta.
• Familiarity with Service Now.
• ITILv4 foundational knowledge and relevant technical certifications.

Working Conditions:

• Normal office and wet-lab (BL1,BL2,BL3) conditions, PPE required in labs.
• This role is a required on-site position, in Burlington, MA
• Ability to lift up to 50 lbs.
• Salaried position - 40 hour work week.