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IT Support Analyst (003905)
Job Number: 003905
Job Title: IT Support Analyst
Number of Openings: 1
Job Type (Employment Type): Full Time
Country: United States
State/Province: Massachusetts
City: Medford
Salary Interval: Per Year
Job Category: Computers/Information Technology
Career Level: Junior(non-manager)
Level of Education: Two-Year Degree
Years of Experience: 2
Position Description

Cambridge Systematics, Inc. is shaping the future of transportation. We are industry leaders, transportation specialists dedicated to ensuring that transportation investments can deliver the best possible results. By providing innovative policy and planning solutions, objective analyses and technology applications, we help our clients anticipate and meet future transportation needs while improving the performance of existing infrastructure and operations. Above all, we are committed to our clients’ success in making transportation better for future generations.

Information Technology drives, enables and supports the fulfillment of CS’ business goals through innovative technology and technology partnered business processes. By furthering our communications technologies, providing new collaboration opportunities and offering more productivity choices, we strive to continuously improve the quality of life for our mobile workforce. Information Technology provides a wide range of technical support and planning services to all Cambridge Systematics employees, vendors and subcontractors working on our behalf. We provide all employees with the technologies and services that connect them to what’s important in their jobs and their lives.

We are looking to add an IT Support Analyst to the team in Medford. The IT Support Analyst is responsible for monitoring the IT Support Help Desk application and delivering high quality remote and on-premise support to Cambridge Systematics’ staff. S/he applies trouble-shooting and analysis skills to diagnose and fix personal computer hardware, software and peripheral devices. The IT Support Analyst also answers client questions and provides training and education. S/he acts as an escalation point for complex support issues, difficult customers and VIP requests.

Essential Duties and Responsibilities

Customer Support
•Achieve high client satisfaction as measured by formal company surveys and informal inquiries •Utilize strong customer service skills to communicate effectively with CS employees at varying levels, troubleshoot issues, and gain consensus on technical plans

Technical Support
•Provide Tier-1 and Tier-2 IT application, desktop, and smartphone support •Research, resolve, and document issues and/or escalate to appropriate team member; document and prioritize all support requests in the IT Help Desk ticketing system •Configure, set up, and move desktop, laptop, and workstation computers as required •Install and configure a variety of software products in accordance with Cambridge Systematics’ processes and standards •Ensure all equipment is properly maintained; place, manage, and track vendor service calls where appropriate •Participate in the on-call rotation

•Document, create, and update procedures, and knowledgebase articles

Project/Administrative Support
•On-board Cambridge Systematics, Inc. new employees; assist new employees with system access and equipment •Monitor and track CS computer assets, including administering laptop loaner program •Hold responsibility for occasional special projects as assigned •Communicate with manager regularly on status and expectations •Maintain primary support responsibilities in a timely and efficient manner while engaged in projects •Assist Network and Systems Administrators and other IT team members with upgrades and modifications to IT infrastructure


Position Requirements

Associate's degree required
2+ years of applicable experience
Experience in migration from Windows 7 and Office 2013/2016
Familiarity with Mac OS troubleshooting

Preferred Qualifications:
Windows 10 exposure