Aspen Technology, Inc. Sr Client Services Analyst in Bedford, Massachusetts

Overview

Our Information Services department is looking to hire a talented and bright Technical Support Analyst to join our team. This role will be responsible for managing Hardware and Software related issues for our Internal Employees. We are looking for a candidate that will effectively collaborate and communicate with peers in a global enterprise environment. This person will also have the opportunity to work on projects and initiate change to optimize our processes.

Responsibilities

  • Handling of a wide variety of technical support tasks, including desktop, laptop and tablet deployment, configuration, software installation, troubleshooting and hardware diagnosis, repair and maintenance.

  • Customer-focused approach, providing a customer care philosophy that emphasizes customer satisfaction.

  • Deployment of standardized operating system images, configuration and installation of software, distribution and tracking of all new and redeployed IT assets.

  • New employee onboarding and IT orientation.

  • Research and resolution of desktop support issues. Tracking, monitoring and documentation of issues to ensure timely resolution, reporting and history keeping.

  • Effective communication with other support team members and ability to express ideas effectively in order to make informed decisions and foster collaboration.

  • Documentation for support methods, change management, and project implementation.

  • Administration and maintenance of hardware and software inventory database.

  • Administration of incident queue, include ticket assignment and escalation.

  • Participation in after-hours on-call rotation to support our 24x7 international operation.

Qualifications

  • 3-5 yearshelpdesk/desktop support in an enterprise environment.

  • Strong analytical and problem-solving acumen.

  • Effective organizational, time management and multi-tasking skills.

  • Effective communication and customer service skills, both face-to-face and over the phone, including comfortability communicating with employees whose first language is not English.

  • Expertise with Windows 7, 8 and 10 desktop operating systems, including Microsoft Office in an enterprise Active Directory domain environment.

  • IT certifications desired such as MCSA, MCSE and A+.

  • Experience with virtualization technologies such as Hyper-V.

  • Experience with LAN/WAN TCP/IP networking.

  • Experience with cloud-based services such as Office 365.

  • Experience with mobile devices such as smartphones and tablets.

  • Experience with printers and VOIP phone systems.

  • Experience identifying, handling and removing malicious software.

  • Must be a self-starter and work autonomously and with peers to provide high-level customer satisfaction.

  • Ability to provide solutions for issues that may not be documented and an ability to think outside the box and creatively solve problems.

  • Willingness to travel occasionally

  • Prior customer service experience in a non-IT role is desirable.

EEO Statement

AspenTech is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status or any other basis protected by federal, state, or local law.

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Req # 10328

# of Openings 1

Job Posting Category Information Technology