Senior IT Support Specialist

The Information Technology (ITS) department at Charles River Associates is currently a team of 40 professionals dedicated to enhancing, maintaining, and developing the firm's technology infrastructure and security. The team is comprised of six functions: Enterprise Applications Services, Service Delivery & Telecom, Information Security, Infrastructure, Cloud and Networks, Project Management and Procurement and Human Resource Information Systems. Information Technology staff are based in the Boston, Chicago, College Station, London, Munich, New York, Oakland, and Washington, DC offices.

Job Overview

The Senior IT Support Specialist’s role is to improve the productivity of CRA’s employees by providing a point of contact for problem resolution and information. This is accomplished through diagnosis, identification and resolution of problems with hardware, third-party and proprietary software, LANs, and servers in a timely and professional manner via telephone, email communication, and hands-on support. 

Responsibilities

• Provides guidance, assistance, coordination and follow up on client questions, problems or malfunctions of all systems applications, hardware and software installed and maintained by the company.
• Participant in remote support rotation; providing support to users in offices or while travelling domestically and internationally via remote assistance tools.
• Document problems and solutions in help desk tracking system. 
• Inform management of potential problems and identify problem trends.
• Install, modify, and make minor repairs to computer hardware and software systems.
• Create and maintain workstation images.
• Install hardware and peripheral components, such as monitors, keyboards, printers, hard drives, etc.
• Responsible for the installation, configuration, maintenance and upgrade of computer hardware, software and mobile devices. 
• Provide support for audio-visual systems, regular inspection of meeting rooms to ensure lighting, AV equipment, and other amenities work properly.
• Perform day-to-day operation of all activities to execute meetings and video conference calls.
• Other duties and special projects as assigned.

Qualifications

• Bachelor’s degree in IT field or related field of study.
• 5+ years of help desk related experience.
• CompTia A+ or related certifications are a plus.
• Strong working knowledge of Windows Operating System.
• Strong working knowledge of Mac OS
• Ability to perform diagnostics, identify problems and provide resolutions.
• Exceptional customer service skills and the ability to work in a team environment.
• Excellent oral and written communication skills.  Must be able to clearly communicate technical guidance and instructions to users via telephone and email.
• Excellent time management skills.
• Able to handle challenging requests and multiple projects with competing interests for time.
• Experience implementing TCP/IP at the workstation level.
• Knowledge/experience supporting Windows 10 & 11 workstations, Mac OS, Active Directory, Microsoft Office 2016 + and Microsoft Teams
• On-call support rotation.
• Ability to lift/move equipment.
• Video-conference administration experience/knowledge
• Experience with Mobile Device Management, remote backup, Apple and Windows  inventory software solutions

About Charles River Associates

For over 50 years, Charles River Associates has been a premier consulting firm that offers employees a place to learn from a diverse group of consultants, industry experts, and academics.  At CRA you will be exposed to leading minds who use economic, financial, and business analysis to solve complex world problems for an impressive roster of clients, including major law firms, Fortune 100 companies, and government agencies. Through a collegial environment, formal and informal training opportunities, and a broad array of professional development resources, your experience at CRA will open doors for you throughout your career.

Charles River Associates is an Equal Opportunity and Affirmative Action Employer (EEO/AAE)