Client Technical Support

📝 FULL-TIME

Overview

Who We Are

At Cadmus, we recognize that solving the world’s most challenging problems can’t be accomplished alone or with cookie-cutter solutions. That’s why we look for team players and problem solvers who are driven to use their unique perspectives and intellectual curiosity to help deliver breakthrough solutions that achieve transformative goals. On the Cadmus team, you’ll collaborate with leading experts to help our clients across the globe.

Cadmus’ mission is to deploy industry-leading expertise to help our clients achieve extraordinary results that strengthen society and the natural world. We offer competitive compensation, outstanding health care and retirement benefits, a vibrant and collaborative work environment, and opportunities for professional growth. We are committed to advancing diversity and fostering a culture of equity in the workplace and across society, and we strive to maintain an inclusive environment where all employees feel connected, respected, and valued.

Join Cadmus. Let’s solve the world’s most challenging problems together.

Responsibilities

What You’ll Be Doing

Cadmus seeks an experienced Client Technical Support individual to support a Windows-based infrastructure.

You will be responsible for evaluating, solving, and prioritizing tickets submitted by in-person and remote users, providing users with ticket status, and escalating tickets to the appropriate tier support for resolution. The position will function within a team of technicians providing desktop support services.

Responsibilities:

Support and troubleshoot end-user IT infrastructure, including Ethernet and wireless networks issues, laptops, audiovisual equipment, scanners, and printers
Account management (creation/removal) in Active Directory / Office 365
Ability to image end-user laptops with Operating System
Troubleshoot technologies, including, but not limited to Active Directory, DHCP, DNS, Office 365, Windows servers and workstations, remote access VPN, and network equipment
Provide application support for SharePoint, Microsoft Teams, and Microsoft Office
Provide audiovisual support for in-person meetings as well as audio, video, and web conferences
Provide employee onboarding training to familiarize users with basic software, hardware, and peripheral device operation
Remote software deployment
Will be remote hands support for Engineering Team (Comfortable working on server/network hardware)
Participate in on-call rotation (one week per month)
Ability to assist our asset management group in tracking deployed inventory
Ability to support Cadmus Boston office, as needed

Qualifications

Two (2) to five (5) years of experience providing desktop support
Ability to troubleshoot, rebuild, reconfigure, and repair Windows 10 desktop OS
Ability to take ownership of tickets and problems assigned, accurately record work performed, and troubleshoot issues (in person, by telephone, or via remote access) in a timely fashion
Knowledge and experience managing and supporting Active Directory, Office 365 and Microsoft Office
Knowledge and experience configuring and maintaining end-user laptops
Knowledge and experience performing general preventative maintenance tasks on computers, laptops, printers, and peripheral equipment
Experience with multiple operating systems, including Windows 10, IOS, and Android
Ability to multitask, prioritize projects, and deliver on commitments
Flexibility to work non-traditional hours, when necessary, in a deadline-oriented environment
Proven customer service skills and effective time management, planning and organizing skills
Ability to function effectively in a team environment
Ability to work effectively with minimal supervision and maintain a professional demeanor
Exceptional verbal and written communication skills for customer interaction and ticket documentation
Capable of lifting and moving computers, monitors, printers, and other IT peripherals up to 50 lbs.
Candidates must be eligible to work in the United States as a U.S Perm Resident or U.S. Citizen

Education / Certifications:

Bachelor’s Degree in Computer Science, Information Technology or equivalent combination of education and experience
CompTIA Security+, A+, or Network+ desired

Additional Information:

This position requires a minimum of 3 days, ideally Monday through Wednesday, working in the Cadmus Waltham, MA office while being flexibility based current needs.

Based on eligibility and job status, Cadmus offers an excellent benefits package to include: medical, dental, vision, company paid disability and life insurance, 401(k) program, paid time off (PTO), paid holidays, voluntary time off (VTO), tuition reimbursement, adoption assistance program, other optional benefits and various bonus programs.

The minimum starting salary for this position is $60,000. The actual salary may be higher and will be determined by several factors, including relevant work experience, education, skills, and market competitiveness.

We value the critical role safety and health protocols contribute to everyone’s success at Cadmus, and work together to align and comply with all federal, state, and local safety and health mandates related to COVID to ensure a safe and valuable work environment.

Cadmus is an Equal Opportunity, Affirmative Action Employer and prohibits unlawful discrimination. Cadmus is committed to providing a respectful workplace where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, sex (including pregnancy), sexual orientation (including gender identity and/or expression), national origin, military and veteran status, physical and mental disability, or any other characteristic protected by applicable law.