Desktop Support Specialist

Charles River Analytics creates solutions and technology to tackle the world’s most challenging problems. Our team of technological entrepreneurs works together to push at the forefront of enhanced AI, robotics, smart sensing, and human-centered computing. The resulting research and development help to continuously advance government programs and discover new possibilities in the commercial marketplace. We are a 100% employee-owned company, encouraging participation, innovation, and responsibility from our entire staff. At Charles River, we take great pride in our success at attracting and retaining the most talented and creative problem-solvers in our field. Are you interested in being an Employee Owner at an innovative research and development company? If this sounds like you, then we’d love to hear from you!

CRA has an exciting opportunity for a Desktop Support Specialist to work in a small but growing team to process IT tickets while appropriately prioritizing and evaluating user/business impact. In this role, you work to will maintain, analyze, troubleshoot, and repair computer systems, hardware, and peripherals. You will also assist in the documentation and maintenance of asset inventory, internal procedures, and a troubleshooting guide for end-users.

How you will make an impact?

• Identify and learn the appropriate software and hardware used by CRA
• Set up new user accounts in AD and email accounts in Exchange
• Take ownership and complete help desk tickets
• Install, scan, and troubleshoot applications such as Microsoft Office, Google Chrome, Firefox, Adobe Creative Cloud, Anti-Virus, and other third-party applications
• Help maintain a healthy network by monitoring uptime and checking logs
• Work on mobile devices such as iPhones, Androids, and Tablets
• Provide A/V support to conference rooms
• Install local and network printers and other peripherals
• Work on infrastructure projects assigned by management
• Stay abreast of current technology in a changing environment
• Identify emerging trends and issues, research, and make suggestions for technical solutions to solve current and future problems
• Escalate issues and involve experts wherever required to resolve issues as quickly as possible
• Use knowledge to recommend, develop, and/or implement information technology solutions to enhance organizational success

What you will need to be successful in this role:

• Associate's or Bachelor’s degree in Information Technology or related experience
• Experience providing desktop support or a similar customer support role. 3+ years of experience preferred 
• Demonstrated success in a customer support role
• Experience with current Windows Operating Systems
• Some experience with Active Directory, Group Policy, Microsoft Office, and SCCM
• Experience with MacOS and Linux is a plus
• Must be able to crouch, crawl, and lift 50lbs
• Some experience with VMware, Mobile Devices, and macOS is a plus
• Good communication (verbal and written) skills
• Ability to operate under minimal supervision
• Able to manage time effectively, set priorities appropriately, and schedule calls
• Skilled in different types of computer hardware, software, peripherals, and components, networking protocols, and communications

Why CRA 

Charles River Analytics is a 100% employee-owned company that thrives on collaboration and values each team member. We provide competitive compensation including profit sharing, bonuses, and an attractive benefits package. Our comprehensive benefits include 100% employer-paid medical and dental insurance, as well as vision, life, and disability insurance. We offer generous paid time off, paid maternity/paternity leave, tuition reimbursement, a monthly gym allowance, and a casual work environment. We have free parking on site and are conveniently accessible by public transportation. At Charles River, we prioritize and truly value work-life balance, including our offer of a flexible hybrid schedule (60% onsite / 40% remote). Join our team of employee-owners to solve important problems­­—for our military, our homeland, our society, and our planet.