Moore
Location
55 Old Bedford Road, Suite 201, Lincoln, MA, 01773, United States
Base Pay
$65,000.00 / Year
Job Category
IT, Service Desk
Employee Type
Full-Time Regular
Description As a
Senior Service Desk Specialist , you will provide advanced technical support to clients and internal users, ensuring timely and effective resolution of complex IT issues. This role involves significant discretion and independent judgment in diagnosing and resolving technical problems, managing IT projects, and collaborating with other IT teams.
This is a hybrid position based in either our Peabody, MA or Lincoln, MA office.
About Moore Moore is a data-driven constituent experience management (CXM) company that accelerates growth for clients through integrated supporter experiences across all platforms, channels, and devices. We are an innovation-led organization and the largest marketing, data, and fundraising company in North America serving the purpose-driven industry with clients in education, association, political, and commercial sectors.
Responsibilities
Provide timely and effective technical support to clients via phone, email, chat, or remote access.
Participate in the Service Desk support function, including rotation within the “after-hours” service desk.
Diagnose and resolve complex IT issues, including hardware malfunctions, software errors, network problems, and security breaches.
Build and issue Windows and Mac laptops for new or replacement users using automated tools.
Provide on-site technical support across multiple locations, supporting 2-3 sites as needed.
Assist other IT teams such as Systems Administration, Systems Engineering, and Network Engineering.
Oversee the setup of workstations, primarily Apple and Microsoft systems.
Support Mac OS, iOS devices, Microsoft Office 365, and other business applications.
Log support calls and document incidents, solutions, and knowledge base articles accurately.
Escalate unresolved issues and follow up for resolution.
Develop procedures for user setups, computer builds, and employee separations to ensure security.
Maintain hardware and software upgrades, asset management, and documentation.
Manage end-user accounts, permissions, and access rights.
Collaborate on projects such as upgrades, migrations, and deployments.
Stay current with IT trends, technologies, and best practices.
Provide training and mentorship to junior staff and participate in hiring processes.
Your Profile
Bachelor’s degree in a related field or equivalent experience.
5+ years of experience in IT Service Desk or similar role.
Strong knowledge of IT systems, hardware, software, network, and security.
Advanced knowledge of Windows, Mac OS, Active Directory, VPN, TCP/IP, DNS, DHCP, etc.
Familiarity with IT tools like ticketing systems, remote desktop, cloud services, backup, antivirus.
Ability to diagnose and resolve complex IT issues.
Excellent troubleshooting, communication, and customer service skills.
Ability to work independently and as part of a team, mentoring junior staff.
Relevant certifications are a plus.
Available to commute to Peabody or Lincoln, MA on a hybrid basis.
How We Support You
Join a leading company in marketing and fundraising serving the nonprofit sector, emphasizing innovation and growth.
Collaborate with industry experts across a large organization.
Enjoy comprehensive benefits, paid holidays, and generous paid time off to support work-life balance.
We are committed to diversity and equal opportunity employment for all qualified applicants.
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55 Old Bedford Road, Suite 201, Lincoln, MA, 01773, United States
Base Pay
$65,000.00 / Year
Job Category
IT, Service Desk
Employee Type
Full-Time Regular
Description As a
Senior Service Desk Specialist , you will provide advanced technical support to clients and internal users, ensuring timely and effective resolution of complex IT issues. This role involves significant discretion and independent judgment in diagnosing and resolving technical problems, managing IT projects, and collaborating with other IT teams.
This is a hybrid position based in either our Peabody, MA or Lincoln, MA office.
About Moore Moore is a data-driven constituent experience management (CXM) company that accelerates growth for clients through integrated supporter experiences across all platforms, channels, and devices. We are an innovation-led organization and the largest marketing, data, and fundraising company in North America serving the purpose-driven industry with clients in education, association, political, and commercial sectors.
Responsibilities
Provide timely and effective technical support to clients via phone, email, chat, or remote access.
Participate in the Service Desk support function, including rotation within the “after-hours” service desk.
Diagnose and resolve complex IT issues, including hardware malfunctions, software errors, network problems, and security breaches.
Build and issue Windows and Mac laptops for new or replacement users using automated tools.
Provide on-site technical support across multiple locations, supporting 2-3 sites as needed.
Assist other IT teams such as Systems Administration, Systems Engineering, and Network Engineering.
Oversee the setup of workstations, primarily Apple and Microsoft systems.
Support Mac OS, iOS devices, Microsoft Office 365, and other business applications.
Log support calls and document incidents, solutions, and knowledge base articles accurately.
Escalate unresolved issues and follow up for resolution.
Develop procedures for user setups, computer builds, and employee separations to ensure security.
Maintain hardware and software upgrades, asset management, and documentation.
Manage end-user accounts, permissions, and access rights.
Collaborate on projects such as upgrades, migrations, and deployments.
Stay current with IT trends, technologies, and best practices.
Provide training and mentorship to junior staff and participate in hiring processes.
Your Profile
Bachelor’s degree in a related field or equivalent experience.
5+ years of experience in IT Service Desk or similar role.
Strong knowledge of IT systems, hardware, software, network, and security.
Advanced knowledge of Windows, Mac OS, Active Directory, VPN, TCP/IP, DNS, DHCP, etc.
Familiarity with IT tools like ticketing systems, remote desktop, cloud services, backup, antivirus.
Ability to diagnose and resolve complex IT issues.
Excellent troubleshooting, communication, and customer service skills.
Ability to work independently and as part of a team, mentoring junior staff.
Relevant certifications are a plus.
Available to commute to Peabody or Lincoln, MA on a hybrid basis.
How We Support You
Join a leading company in marketing and fundraising serving the nonprofit sector, emphasizing innovation and growth.
Collaborate with industry experts across a large organization.
Enjoy comprehensive benefits, paid holidays, and generous paid time off to support work-life balance.
We are committed to diversity and equal opportunity employment for all qualified applicants.
#J-18808-Ljbffr