IT Support Specialist

Role and Responsibilities

DASSAULT SYSTEMES, the 3DEXPERIENCE Company, provides businesses and people with virtual universes to imagine sustainable innovations. Serving over 250,000 clients in 11 industries, from high-tech to life sciences, fashion to transportation, we help businesses and people around the world to create sustainable innovations for today and tomorrow

DASSAULT SYSTEMES is looking for a motivated and technically strong IT Service Operations Associate in our Waltham, MA office, in an onsite/hybrid role. 

·        Primary responsibilities will include actively supporting and maintaining local IT Infrastructure & User Experience, providing remote (phone, chat, email) IT support to employees, ensuring DASSAULT SYSTEMES offices align with corporate IT standards, and assisting with integration of new acquired companies.

·        The IT Services & Support Associate is a gatekeeper to safeguard corporate IT standards, provisions new hardware and software, complete Level 1 and 2 troubleshooting and provides prescribed solutions for users in DASSAULT SYSTEMES offices and remote users in the Americas.

·        Support end-user devices (laptops, desktops, tablets) and local environment (printers, unified communications, audiovisual) according to corporate standards

·        Provide remote support including troubleshooting and resolving hardware and software issues as part of a team including research, diagnostics, and root-cause analysis

·        Patch end-user devices, perform OS upgrades, and troubleshoot antivirus and firewall issues

·        Document new solutions and support processes

·        Apply knowledge and experience to anticipate support needs and develop new procedures in anticipation of future requirements

·        Maintain accuracy of assigned IT assets

·        Maintain support KPIs (approval workflows, resolution time, user satisfaction)

·        Perform other duties as assigned