Systems Support Analyst Job at H&CO, Cambridge, MA

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  • H&CO
  • Cambridge, MA

Job Description

Job Description:

We are seeking a highly skilled Systems Support Analyst to provide high-level IT support to executives and VIPs within a dynamic enterprise environment. This role is focused on optimizing user productivity by delivering seamless technical support for infrastructure applications and services under the Infrastructure & Operations team. The ideal candidate will possess excellent communication skills, strong technical expertise, and the ability to operate under pressure while maintaining professionalism.

Key Responsibilities:

  • Executive IT Support:
  • Provide "white-glove" technical support for executives and VIP users.
  • Ensure the smooth operation of all IT-related devices including laptops, mobile devices, video conferencing systems, and enterprise applications.
  • Offer on-site and remote support, troubleshooting issues promptly and efficiently.
  • Conduct regular system health checks and proactive maintenance to prevent issues before they arise.
  • Resolve IT service requests escalated from the Service Desk.
  • Incident Management & Troubleshooting:
  • Diagnose and resolve hardware, software, and network issues across multiple platforms (Windows, macOS, iOS, Android).
  • Troubleshoot and support enterprise applications such as Microsoft 365, Zoom, Teams, and Webex.
  • Escalate complex issues to specialized IT teams as needed while ensuring prompt resolution for high-profile users.
  • Maintain detailed documentation of incidents, solutions, and preventative measures.
  • Conference & Event Support:
  • Support AV equipment, video conferencing, and hybrid meeting solutions for townhalls and high-profile events.
  • Provide on-demand IT assistance during presentations and meetings.
  • Train executives and assistants on best practices for utilizing IT solutions effectively.

Required Qualifications:

  • Technical Skills:
  • Strong expertise in Windows OS, with experience in macOS and iOS platforms.
  • Hands-on experience with Active Directory, Microsoft 365, Exchange, OneDrive, SharePoint, and Teams.
  • Proficiency in troubleshooting network connectivity and resolving hardware/software issues.
  • Experience with AV technologies, video conferencing systems, and remote collaboration tools.
  • Knowledge of mobile device management (MDM) solutions, encryption, and endpoint security tools.
  • Experience & Education:
  • Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
  • 3-5+ years of experience in IT support, particularly executive/VIP support.
  • Certifications such as CompTIA A+, Microsoft Certified Modern Desktop Administrator, Apple Certified Support Professional (ACSP), ITIL are preferred.

Job Tags

Work experience placement,

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