Support Center Analyst/IT Support Assistant
Location: Boston, MA
Work Model: 100% Onsite
Employment Type: W2 Contract
Pay Rate
$40–$43/hr
Overview
Epitec is seeking an experienced Support Center Analyst/IT Support Assistant professional to provide front-line technical support in a fast-paced academic environment. This role serves as a primary point of contact for end users, delivering exceptional customer service while troubleshooting hardware, software, operating systems, networking, email, audio/visual technology, and account-related issues.
The ideal candidate is a customer-focused IT professional with strong problem-solving skills, experience supporting both Windows and Mac environments, and the ability to thrive in a collaborative, service-driven support organization.
Key Responsibilities
- Provide first-level technical support for computer hardware, software, operating systems, mobile devices, printers, networking, and audio/visual technology.
- Respond to support requests through phone, email, ticketing systems, remote support tools, and in-person interactions.
- Troubleshoot and resolve technical issues, escalating complex incidents to specialized support teams when necessary.
- Deliver walk-up support services, including device lending and shared technology support.
- Serve as a liaison between end users and IT teams to ensure timely and effective issue resolution.
- Create, maintain, and update user documentation and knowledge resources.
- Assist with account management, system testing, and technical troubleshooting activities.
- Maintain and update systems, databases, and web-based tools within established guidelines.
- Participate in technical projects and provide cross-functional support to other IT support teams.
- Maintain accurate documentation and adhere to established service-level expectations.
Required Qualifications
- High school diploma or equivalent required.
- Data processing training, computer operations training, or experience in a multi-operation system or production control environment.
- 3-5 years of experience providing customer service and technical support in a technology-focused environment.
- Experience troubleshooting and supporting both Mac and Windows operating systems.
- Experience supporting email platforms and desktop applications.
- Knowledge of a variety of hardware, software, programming languages, and operating systems.
- Basic knowledge of network protocols and networking concepts.
- Experience working with computer applications and operating systems.
- Strong analytical, troubleshooting, and problem-solving skills.
- Ability to successfully complete technical skills assessments if required.
Preferred Qualifications
- College degree strongly preferred.
- Prior experience supporting users in a higher education environment.
- Excellent written and verbal communication skills.
- Demonstrated teamwork, collaboration, and customer service skills.
- Strong service-oriented mindset with a commitment to delivering an outstanding user experience.
Additional Information
- This role is 100% onsite and requires an in-person campus presence.
- Candidates must successfully complete a criminal background check.
Why Epitec?
At Epitec, we connect top talent with meaningful opportunities that drive career growth and professional success. We are committed to supporting our consultants throughout their assignments while providing access to exciting opportunities with industry-leading organizations.
Apply today to join a collaborative IT support team and make a direct impact supporting end users through exceptional technology service and support.
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