IT Service Operations Technician

The IT Service Operations team provides world-class technical assistance and support for Boston Dynamics employees. As an IT Service Operations Technician, you'll play a crucial role in ensuring our technology runs smoothly, empowering your colleagues to do their best work. While your primary focus will be providing exceptional technical support, you'll also have exciting opportunities to get involved in projects that shape our future IT landscape.  This role is onsite, supporting multiple physical locations, with limited flexibility in scheduling. 

Day-to-day:

• Serve as the primary point of contact for our users, expertly resolving IT issues and requests via multiple channels, ensuring adherence to our service level agreements (SLAs).

• Efficiently deploy and configure hardware, software, and peripherals for our end users, meticulously maintaining the accuracy of our asset management system.

• Proactively apply system patches and efficiently troubleshoot and resolve hardware and software malfunctions to minimize disruption.

• Oversee IT inventory, ensuring adequate stock levels and maintaining a well-organized and efficient workspace.

• Utilize and contribute to our comprehensive internal and end-user facing documentation for hardware, software, and operating system installations.

• Provide timely account management support, including password resets and access issue resolution.

• Collaborate with a variety of internal teams, such as Purchasing, Infrastructure, Information Security, on tasks and projects.

• Take ownership of and drive independent projects focused on implementing new operational technologies and enhancing existing IT processes, contributing directly to our efficiency and innovation.

• Perform other duties as assigned.

Qualifications:

• Bachelor's degree in an IT-related field or equivalent experience.

• 2+ years of proven experience in a technical support or service desk role, demonstrating increasing responsibility.

• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts clearly to a variety of audiences. A positive attitude and a good sense of humor will go a long way in our collaborative environment

• Demonstrated ability to diagnose and resolve a wide range of hardware, software, and network issues independently, knowing when to escalate complex problems and possessing a proactive approach to problem-solving.

• Highly motivated and organized with a strong work ethic, capable of managing individual tasks effectively while also contributing collaboratively within a team.

• Solid understanding of and experience supporting Windows desktop and server environments, macOS, and familiarity with Linux operating systems.

• Experience with Google Workspace administration and a working knowledge of Active Directory (or Entra ID) for user and group management.

• Fundamental understanding of core networking concepts and protocols such as DNS, DHCP, CIFS/SMB, and NFS for effective troubleshooting.

• This is a full-time position with a standard weekday schedule. Occasional off-hours or weekend work may be required to support critical system maintenance or address urgent issues.  This position will participate in a paid on-call rotation to support critical incidents.

• This is a full-time on-site role based in Waltham, with regular travel to our other Waltham & Billerica locations required.

• May be required to lift up to 50lbs.

Additional skills nice to have:

• Experience managing and troubleshooting conference room audio-visual (AV) systems for seamless meeting experiences.

• Proficiency in Python, PowerShell, or Bash scripting for automating routine tasks and improving efficiency.

• Familiarity with IT service management (ITSM) principles and experience with tools such as Jira, Addigy, and Microsoft Intune. Exposure to Agile/SCRUM methodologies is a plus.

• ITIL v4 Foundations certification or a strong understanding of ITIL best practices.

• Desire to learn and grow

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas for this position.

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