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Desktop Support Engineer at Forrester Research in Cambridge, Massachusetts

Posted in General Business 30+ days ago.

Type: Full-Time





Job Description:

Overview

Our job is to be bold at work.

It starts with an insatiable curiosity about clients, colleagues, and the future. At Forrester, we believe curiosity powers progress. Forresterites bring a diversity of opinions and the courage of their convictions to collaborate on the ideas and initiatives that change the course of business. As a trusted advisor to the most influential companies in the world, we live at the nexus of what's next.

About This Role:

The Desktop Engineer reports to the director of internal support and provides advanced desktop support to employees and teammates as well as administrative support to desktop-related internal applications, servers, and cloud services.

As an escalation point and subject-matter expert for desktop technologies, the successful candidate will participate in internal and cross-department projects that launch new systems and update existing ones by helping the project lead ensure a successful deployment and create supporting documentation, how-tos and Backstage (intranet) pages, and, where appropriate, training programs to support the launch.

This individual will work closely with help desk teammates, infrastructure and operations team, and security team (system, security, and network engineers and architects) in researching, testing, and deploying technologies and upgrades that impact user experience and access.

Responsibilities


  • Provide first-, second-, and third-level support to Forrester employees.

  • Research, configure, and deploy software and hardware.

  • Obtain SME level of expertise with all current Forrester help desk technologies.

  • Work with technical operations team to support and manage "grey area" systems that tech ops implemented but help desk managed.

  • Collaborate with senior- and junior-level teammates to enhance overall support to the organization, help implement new tools and utilities for the team, and troubleshoot and resolve complicated issues.

  • Research and suggest innovative technologies that boost help desk personnel's work efficiency and/or productivity.

  • Develop training programs for new technologies, deliver the training, and train the trainers.

  • Handle an approximate of 60:40 split between support tasks and project work.

Qualifications


  • A BA/BS degree.

  • Eight-plus years of experience in supporting and configuring hardware, software, voice and data systems, and networks.

  • Proficiency in Windows, MS Office applications, and PC hardware; expert knowledge of MacOS and Administration is preferred.

  • Four-plus years of experience in configuring and supporting Active Directory and Exchange or Azure AD Exchange Online.

  • Three-plus years of computer management systems configuration and support experience (e.g., SCCM and or Intune/Endpoint manager, antivirus solutions, imaging technologies, desktop backup, desktop encryption, etc.).

  • More than five years of experience in supporting AV and desktop videoconferencing solutions (e.g., Webex/Zoom/MS Teams including room or personal hardware).

  • Success in configuring and deploying mobile technologies (phone and tablet platforms).

  • History of deploying and training new technology, both hardware and software.

  • High level of analysis and problem-solving skills.

  • Exceptional written and verbal communication skills.

  • Passion for technology innovation.

  • Availability during off hours as part of a regular rotation.

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FLSA Status:

Exempt

Forrester Research, Inc. is an Equal Opportunity/Affirmative Action Employer that is committed to equal employment opportunity for all qualified individuals without regard to race, color, religion, national origin, ancestry, sex, age, disability, sexual orientation, gender identity and expression, marital status, genetic information, military service, veteran status, or any other status protected by applicable law. Minorities, Women, Individuals with Disabilities, and Veterans are especially encouraged to apply.





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