IT Support Specialist

Job Locations US-MA-North Reading
Posted Date 2 months ago(5/20/2021 12:31 PM)
Job ID
Cloud Ops / Security / IT


TraceLink is seeking a technically talented and highly motivated IT Support Technician to join the global enterprise IT organization based in the corporate headquarters.  The IT Support Technician will be responsible for providing day-to-day internal desktop support to global office teams and remote staff. The position calls for outstanding customer service and communication skills coupled with excellent problem-solving abilities and the ability to thrive in a fast-paced, dynamically growing and compliance-based healthcare technology company. The role is highly visible and is built upon frequent customer-touch services, so an upbeat, positive attitude combined with a passion for delivering first class unified global IT services is essential to success.


  • Based on strong Windows 10 and MacOS desktop support knowledge in a global corporate environment, responding to internal IT requests in a timely manner with excellent customer service
  • Provide support for business applications including Google G Suite for Business & Microsoft Office Suite
  • Assist in the administration of E-mail, Slack, Active Directory, MDM, SCCM, Zoom, Adobe, Jamf, and other corporate, IT and Security SaaS applications
  • Execute imaging procedures and new hire technology and workspace onboarding as well as user account provisioning in accordance with requisite compliance guidelines
  • Identify complex problems, investigate root-causes, and recommend scalable solutions
  • Participate in a global follow-the-sun support team environment. This position may require someone who can come in early, stay late, and assist on the weekends as the business requires
  • Keep team and manager informed of trends, significant problems, or unexpected delays and make proactive recommendations for improvements
  • Create and update procedures and technical documentation in our knowledge base and IT support pages
  • Able to work on projects and meet deadlines while maintaining quality of work and balancing with day-to-day support functions


  • 3+ Years’ experience in a Help Desk \ Technical Support role including multi-site global support with a proven track record in fast-paced business environments greater than 500 people
  • College degree or equivalent work experience
  • Excellent customer service skills
  • Extensive knowledge of Windows 10 and MacOS operating systems and business applications including Google G Suite for business and Microsoft Office suite
  • Ability to absorb and retain information quickly
  • Experience supporting both on-site and remote users using remote connectivity tools
  • Experience with automated application deployment and remote access technologies
  • Strong understanding of ticketing, security patching and desktop imaging systems
  • Highly self-motivated and directed
  • Keen attention to detail and superb organizational skills
  • Ability to routinely lift 50lbs (monitors, PC’s, printers, and other peripherals)
  • Strong troubleshooting and problem-solving skills
  • Experience working in a team-oriented, collaborative environment
  • General knowledge of TCP/IP and network topologies
  • Healthcare or other security/compliance regulated industry experience preferred


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