IT Helpdesk Support Engineer

Hi, We're Centerfield.

Supercharged customer acquisition. Centerfield delivers outcome-based digital marketing solutions and personalized omnichannel experiences for the world’s leading brands. Powered by our proprietary Dugout platform, Centerfield acquires customers at scale for leading residential service, insurance, e-commerce, and B2B brands. Centerfield’s digital experiences and digital brands, such as Business.com and BroadbandNow.com, reach more than 150 million in-market shoppers annually. Centerfield is headquartered in Silicon Beach and is proud to be recognized by Built in LA as a Best Place to Work in Los Angeles.

The Opportunity...

The primary responsibilities for this role include ensuring optimal service availability and performance, as well as efficiently identifying, categorizing, and resolving application, network, and system issues. The candidate will also be responsible for clearly communicating changes, upgrades, improvements, and integrations company-wide. Additionally, they will provide effective assistance and maintain open communication with other departments, carriers, contractors, and staff.

The ideal candidate will possess strong interpersonal skills to effectively handle client complaints, as they will generally be the primary point of contact for these issues. They should demonstrate the ability to multitask and efficiently manage a variety of tasks assigned by their supervisor. Additionally, they must be capable of working independently while also thriving in a team environment.

How You’ll Contribute...

• Provide remote, first-level, and second-level support to end users for technical issues and service requests.
• Provision user accounts for Active Directory, email, and other internal/external applications.
• Perform administrative tasks such as password resets and MFA resets.
• Monitor service desk queues and provide users with status updates and closure details via the ticketing system.
• Conduct "pre-hire sessions" for new hires (between 15-20 users) to guide them remotely through setting up their devices using Intune and installing necessary applications.
• Coordinate with the equipment vendor bi-weekly to request equipment for new hire classes and users who need replacement devices.
• Create shipping labels for users to send their equipment back to our equipment vendor for redeployment.
• Track equipment inventory levels to ensure adequate equipment is available for upcoming business requests.
• Assist with various improvement projects as required by the organization.
• Create knowledge base articles to help end users and other support team members.
• Provide technical guidance to junior team members.

What We're Looking For...

• 3-5 years of experience in a related field.
• Must be proficient in Active Directory, Office 365, Google G-Suite, Windows 10/11, Mac and iOS.
• Experience in using Jira Service Desk or a similar ITSM portal, preferred but not required.
• Strong organizational and time management skills.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and reliability.
• Ability to troubleshoot and resolve technical issues remotely and effectively.
• Comfortable speaking in front of a group/conducting pre-hire sessions.
• Detail-oriented and able to follow complex processes.

Life at Centerfield...

• This is a hybrid position, employees are expected to work from our Boston, MA office (located at 1 First Ave Charlestown MA 02129) every Tuesday, Wednesday & Thursday
• Competitive salary + semi-annual bonus
• PTO – take a break when you need it!
• 401(k) company match plan – fully vested day 1
• Monthly happy hours & catered lunches
• Award winning culture & unprecedented team spirit (featured in LA Business Journal & Built In LA)
• Fully stocked kitchens with snacks & drinks
• Paid charity and volunteer days (local mentor programs, adopt a pet, give-back programs, etc.)
• Monthly team outings (ball games, casino night, etc.)
• Career growth – we enjoy promoting from within!

To learn more, visit us Here.

Interviews will take place after resumes have been screened for minimum requirements. Please note that this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change. 

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