IT Support Specialist

Job Description Summary:

As an IT Support Specialist for Rocket Software, you will be part of a global fast paced IT organization with a primary mission to provide world class support services to our software development labs and internal business units within the America’s, APAC and EMEA regions. The IT Support Specialist provides 2nd line support to Rocketeers, acting as an escalation point for Associate IT Service Desk Specialists and IT Service Desk Specialists.

We're looking for at least 2 to 3 years' experience in AV/meeting room technology and service desk support, and proximity to our Waltham MA headquarters.

Essential Duties and Responsibilities:

• Provide level 2 support to Rocketeers working to resolve more complex issues.
• Understand and apply advanced principles of Rocket’s IT Service Management tool set.
• Create and validate knowledge articles to solve Service Requests and Incidents.
• Provide onsite technical support (MSFT Teams, AV, etc.) for on-site meetings and events.
• Continue to develop documentation and communication skills.
• Act as the primary escalation point for other IT Service Desk Specialists; apply necessary escalation processes.
• Create basic work plans and work somewhat independently and meet due dates.
• Work under limited direction of a manager or more senior members of the team.
• Understand hardware and software systems.
• Contribute to projects and initiatives within EUX and the wider IT group.
• Some OT or flexible scheduling may be required.

Required Qualifications:

• 2 - 3 years of IT Support or Service Desk Experience.
• Basic technical certifications desirable, ie ITIL and MSFT
• Able to provide strong evidence of previous Service Desk and Support work completed
• Work well in a team environment, collaborative, dependable and accountable.
• A technical understanding of key IT technologies such as Windows 11, Active Directory, Office 365, networking concepts and unified communications.
• A solid understanding of hardware, particularly laptops.
• Good understanding of IT Service Management Principles.
• Recognizes and acts appropriately to high priority incidents and Service Requests.
• Contributes to solutioning on large scale issues.
• Proactive in identifying systemic issues
• Strong communication, written and spoken, skills
• Commitment to Rocket core values of Trust, Empathy, Love and Humanity

Preferred Qualifications:

• Previous team leader experience and responsibility for maintaining and implementing IT endpoint security platforms which provide device management, antivirus, endpoint security, patch management and compliance reporting across end user platforms (Windows, Mac, Chromebook, iOS, Android).

Education:

Bachelor’s Degree in an IT technical/Networking degree preferred.

Travel Requirements:

Minimal, <5%

Information Security:

Information security is everyone’s responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.

Diversity, Inclusion & Equity:

At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.

The base salary range for this role is $94,235.86 - $117,794.93 /year. Exact compensation may vary based on skills, experience, and location.

What Rocket Software can offer you in USA:

• Unlimited Vacation Time as well as paid holidays and sick time
• Health and Wellness coverage options for Rocketeers and dependents
• Life and disability coverage
• Fidelity 401(k) and Roth Retirement Savings with matching contributions
• Monthly student debt benefit program
• Tuition Reimbursement and Certificate Reimbursement Program opportunities
• Leadership and skills training opportunities

EOE M/F/Vet/Disability. Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to people@rocketsoftware.com. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!