Senior Service Desk Administrator

Information Technology @ Bedford, MA, United States

Job Summary

Are you passionate about creating a great customer experience?  Do you have dedication towards your customers, can set and follow-through on expectations with a strong sense of urgency?  Do you have experience in creating a high performing team?  Then this role is for you!

In your role as a Senior Service Desk Administrator you will:

  • Take the role of team lead, providing direction and leadership to the IT Support Team in North America for achieving key results
  • Drive team’s projects from inception through development and approval
  • Work collaboratively with the IT team to ensure optimal end user experience for all Progress employees
  • Recommend hardware and software solutions and participate in IT projects to evaluate, test and implement these same technologies
  • Participate in the workstation lifecycle management –automated deployment of new machines and user profile migration
  • Participate in the team’s various ongoing projects like Windows 10 Evaluation and Rollout, Mac OS X Enterprise Management, Office 365 Integration
  • Introduce new hires to internal IT systems and culture. May also provide training to educate end users on the use of basic and specialized applications
  • Enhance users experience by improving existing or introducing new systems and processes


  • Bachelor’s degree in a technology field including, Computer Science, Management information systems, Mechanical Engineering, signal processing or equivalent work experience
  • At least 5+ years of experience in the IT end user support field
  • Strong Windows client troubleshooting skills (Windows 7, 8.1 or 10)
  • Deep understanding of networking basics like DHCP, DNS, IP subnetting, Wi-Fi technologies
  • Proficient hardware knowledge
  • Strong communication skills with the ability to tailor communication styles to different audiences
  • Someone who can balance between being a player and a coach and is good at two-way feedback
  • Experience with Mac OS X, Microsoft Windows Server technologies (Active Directory, WSUS, WDS, SCCM) or Virtualization technologies (Hyper-V, ESXi)
  • Microsoft, Cisco or similar industry certifications will be considered an advantage

This position offers:

  • Constant stream of IT challenges to solve, with the resources to solve them
  • Chance to work with cutting-edge technologies - Windows 10, Sierra, Office 365, System Center 2012 R2
  • Opportunity to expand your IT knowledge and acquire Microsoft, Apple and other industry certifications
  • A team that operates globally on 5 continents
  • Informal, friendly and knowledgeable environment
  • Opportunity for professional growth
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