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As a Desktop Support Specialist, reporting to the Desktop Support Manager, you will provide technical support and assistance to internal users experiencing issues with computer systems, hardware and software.

Key Responsibilities:

·       Provide first-line technical support to end-users for hardware, software, and network issues, and efficiently troubleshooting and resolving problems.

·       Escalate complex or unresolved issues to Tier 2 support or other relevant teams, following established escalation protocols.

·       Provide detailed documentation and logs of escalated issues for higher-level support teams, using an internal ticketing system.

·       Respond promptly to IT incidents and manage the escalation process as needed.

·       Maintain communication with users regarding incident status and resolution.

·       To monitor IT systems and regularly execute maintenance, updates and keep an eye on the uptime and performance of IT systems and infrastructure.

·       Maintain up-to-date documentation for IT processes, systems, user guides, as well as contribute to the knowledge base and training materials for IT staff and employees.

·       Assist in the setup and deployment of new IT hardware and software, ensuring configurations align with organizational standards and security protocols.

·       Provide guidance and training to users and new hires on how to use various systems and software effectively.

Qualifications

·       1 to 3 years of technical support experience.

·       High School diploma or equivalency required. Associate degree or higher, preferred in Computer Science.

·       Expertise with Microsoft Windows operating systems and Microsoft applications.

·       Capacity for critical thinking combined with strong problem-solving abilities, outstanding communication skills, and the ability to work well in a team setting.

·       Ability to provide high quality support to end-users.

·       Experience supporting global workforce.

·       Experience with Intune device management software.

·       Experience with Entra ID and OKTA authentication.

·       Knowledge of and experience with cloud computing concepts.

·       Excellent communication (oral and written), interpersonal, organizational, and presentation skills.

·       Experience with IT ticketing and tracking systems a plus.

To Be Considered for the Role...

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Applicants should also be able to commute to our Andover, MA office twice a week (Wednesdays and Thursdays). Please note that Aras is currently unable to offer relocation assistance.

We were recognized as a leader in The Forrester Wave™: Product Lifecycle Management for Discrete Manufacturers, Q1 2023 and were also named a leader in the 2023 SPARK Matrix for PLM by Quadrant Knowledge Solutions. Feedback from our community has established Aras as the top ranked PLM vendor in online review services like G2 and Gartner Peer Insights.  

With over 700 employees in 11 countries, we’re looking to add to our incredible team. If you’re passionate about helping develop next generation product innovation, we encourage you to apply!  

Aras is an Equal Opportunity Employer.