• Technical Support Analyst

    Job Location(s) US-MA-Framingham
    Job ID
    Employee Type
    Regular Full-Time
    Career Level
    Experienced (Non-Manager)
  • Overview

    IDG is currently seeking a Technical Support Analyst with a minimum of 3 years solid PC Desktop support and some Mac experience to help support IDG US employees with their IT needs.


    Excellent benefits including health (medical, dental, and vision), 401k, and time off allocations are available to all employees starting day one of employment.  Upon joining IDG, you can expect a stable yet fast-paced work environment along with a culture that rewards, recognizes, and respects achievement. 


    To be successful in this role, you must have outstanding customer support skills, a strong working knowledge of current industry standard terms and practices, and the ability to work patiently with people at all levels of experience and technical knowledge.  This position requires you to review, analyze, diagnose, resolve, escalate trouble issues, and perform scheduled work.


    Primary responsibilities will include supporting internal users for problems ranging from PC/MAC hardware, software issues, troubleshooting remote access, network connection, and wireless access issues.  You will also be responsible for providing technical support by logging trouble calls, maintaining up-to-date problem records, providing in-depth problem determination, and ensuring all problems reported by users are satisfactorily resolved.  This requires managing help desk triage, following standard escalation procedures and protocols when solving problems that may require additional internal or external resources.


    A minimum of 3 years of customer service experience with comprehensive knowledge and hands-on experience in the following areas:

    • Desktop Client Support
      • The successful applicant will possess a thorough understanding of the PC architecture, with at least 2-3 years of supporting current Windows operating systems, hardware drivers and network client configurations.  Similar experience with Macs/MacOS a definite plus.  You will also have a solid working knowledge of the following:
        • Windows 8-10 (MacOS experience a plus)
        • Imaging PCs using SCCM (Mac experience using JAMF a plus)
        • Exchange Online email through desktop, mobile and cloud-based Outlook clients
        • Microsoft Office 2013-2016 suite, Skype for Business and OneDrive for Business
        • Microsoft/Office 365 technologies and products
        • Active Directory tools for user account administration
        • Remote control software (LogMeIn Rescue a plus)
        • Wireless Networking
    • Hardware
      • PC Laptops/Desktops (Mac laptops/desktops a plus)
      • Mobile devices (iPhones, iPads, Androids, etc.)
    • Communication & Miscellaneous
      • Excellent problem solving, troubleshooting, and documentation skills
      • Strong technical skills
      • Excellent attention to detail and follow through
      • Ability to manage multiple projects simultaneously, coordinate technical activities, and prioritize workloads within a small work group independently.
      • Team player
      • Ability to take direction and show good judgment/time management when escalating issues
      • Must be able to be work a rotating on-call schedule covering evening, weekends, and holidays
      • Any relevant certifications are a plus; specifically Microsoft and/or Apple certifications
      • Must be able to lift objects and boxes up to 10lbs from time to time

    Please upload a formatted version of your resume and cover letter during the application process.


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