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Jr. IT Support Specialist

Job Summary

We are Progress – we offer the best platform for building and deploying tomorrow’s applications quickly and easily. We are bold, forward-thinking innovators who build things that work and care about our customers. We invent and reinvent every day, work together as one, value and respect each other and cheer our wins. Join us as a Junior IT Support Specialist.  This role will be a hybrid role between working from your home office and doing time in our Burlington, MA office.

JOB SUMMARY
As a vital member of the End User Support team, you will perform day-to-day support, phone support, core application support, remote access, and mobile computing support via remote user desktop and desk-side. You will work on a team, either resolving tickets or understanding when to escalate an issue appropriately.

This role is the first point of contact for IT support, so strong communication skills and comfort assisting all employees is paramount.

WHAT YOU’LL DO IN THIS ROLE:
  • Provide IT support to Progress employees via phone, email, ServiceNow ticketing, and in-person
  • Manage the IT support queue and keep users aware of ticket status and resolution in a prompt manner.
  • Clearly document each case in call management software, annotate all updates, and properly document the final resolution
  • Troubleshoot hardware and software remote access issues
  • Research and resolve software/hardware errors using technical literature and/or vendor assistance while routing other issues to appropriate staff when needed
  • Assist with employee onboarding and terminations, including shipping and setting up equipment for new hires and disabling accounts
  • Maintain and document inventory and supply needs
  • Assume additional responsibilities as requested

TO BE SUCCESSFUL IN THIS ROLE, WE NEED SOMEONE WHO HAS:
  • Bachelor’s degree in IT or related field and some experience in IT, preferably user support
  • The ability to work in a high-volume, fast-paced, dynamic environment
  • Familiarity with Windows 10, macOS, Active Directory, Office 365, and Cisco VPN.
  • The ability to quickly get up to speed and master new applications and software
  • Standard hardware and software problem-solving and analytical skills.
  • Strong written and verbal communication skills, and comfort assisting individuals across all levels
  • Attention to detail and ability to execute through to completion.
  • Enthusiastic, proactive, and positive attitude.
  • Familiarity with ServiceNow a plus

BENEFITS:
  • Medical, dental, vision, life & disability, and financial benefits (including 401(k) retirement savings plan. Tuition Reimbursement program. Additional voluntary benefits including crucial illness/hospital indemnity, identity theft protection, auto & home insurance, legal, and pet insurance.
  • Competitive salary, bonus, and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback
  • Flexible paid vacation time, paid day off for your birthday, and company holidays. A variety of leave plans, including Parental Leave.
  • Employee Assistance Program (EAP) and an employee well-being program focusing on physical, mental, and financial health.
Progress is proud to be an Equal Opportunity Employer! 

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Together,
We Make Progress

Progress is an inclusive workplace where opportunities to succeed are available to everyone. As a multicultural company serving a global community, we encourage a wide range of points of view and celebrate our diverse backgrounds. Our unique combination of perspectives inspires innovation, connects us to our customers and positively affects our communities. It is only by working together and learning from each other that we make Progress. Join us!

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