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TechOps Support Specialist

Boston, MA

Merge Storytelling and Technology

We bring together the minds and passions of creative pioneers, tech innovators, and data explorers to help ambitious clients solve business challenges and rise to the top. MERGE has enduring client partnerships with American Express, T-Mobile, LG, Subway, Kate Spade NY, Coach, The North Face, Meta, Adobe, BlueCross BlueShield, Abbott, Astellas, Supernus, CSL, GE Healthcare, Broward Health, Indiana University Health, Nationwide, and Morgan Stanley. With offices in Atlanta, Boston, Chicago, Denver, Kansas City, Montreal, New York City and Los Angeles. MERGE uses a talent-to-task process that enables clients to think higher and feel deeper about their customers. 

Promote Health, Wellness & Happiness

We are committed to promoting health, wellness and happiness in the world by partnering with purpose-driven clients in purpose-driven industries in healthcare, life science, and consumer products. Our deep vertical expertise and category insights stem from decade-long partnerships with our top clients.

Emerge to the Top of Your Career

At MERGE, we strive to create a superior work experience where talented and ambitious people grow. An experience that encourages people to think higher and feel deeper. An experience where people engage their minds and hearts to do the best work of their careers.

As our TechOps Support Specialist, you will…

Be a cornerstone of our Technology Operations Support team. Your primary mission will be to deliver exceptional technical support to our innovative agency personnel, ensuring they have reliable and efficient technology services. You'll empower our team to focus on their creative and strategic work, helping them think higher and feel deeper by providing a seamless tech experience. 

Be Accountable and Responsible

  • Provide first-level technical support: Offer initial assistance to users through various channels like phone, email, and in-person interactions
  • Log and track support requests: Record and monitor support tickets within a ticketing system to ensure timely resolution and follow-up
  • Perform basic troubleshooting: Diagnose and resolve common hardware problems, such as issues with workstations and peripherals, as well as software issues related to operating systems and applications
  • Support Windows and Mac OS: Provide technical assistance for both Windows and Mac operating system environments
  • Assist with user account management: Help with the creation of user accounts, password resets, and managing access permissions
  • Install and configure software: Set up and configure standard software applications for users
  • Set up and deploy hardware: Prepare and distribute computer equipment and other hardware for new users
  • Contribute to the IT knowledge base: Create and maintain documentation of solutions for common problems to aid in future support efforts
  • Escalate complex issues: Transfer more challenging problems to higher-level support or specialized teams for resolution 
  • Assist with onboarding and off-boarding: Support the IT aspects of employee transitions, including setting up accounts and equipment for new hires and removing access for departing employees
  • Manage and track IT assets: Keep records of IT equipment and software licenses
  • Provide basic user training: Conduct training sessions for end-users on how to use technology platforms and tools effectively

These are the qualifications we’re looking for

  • 1-3 years of hands-on experience in Mac and Windows Desktop Technical Support, with a focus on troubleshooting and issue resolution
  • Strong working knowledge of Apple macOS and iOS hardware
  • Experience administering and troubleshooting with Google Workspace
  • Experience with hardware and system support (HP/Dell a plus)
  • Solid understanding of Active Directory
  • Familiarity with Conference Room technologies
  • Experience with an ITSM tool (Freshservice, Jira, or similar)
  • Bachelor’s degree in Information Technology or Computer Science preferred; or equivalent work experience demonstrating the required skills and knowledge
  • Good technical writing and documentation skills
  • Strong problem-solving and analytical abilities
  • Excellent communication and customer service skills
  • Experience with hardware and system support (HP/Dell a plus)
  • Experience with managing Windows devices via Intune is a plus  
  • Experience with managing Apple devices via Kandji is a plus
  • Relevant Windows OS certifications are a plus
  • Relevant Apple or Mac OS certifications are a plus

At MERGE, we’re committed to fostering an environment where our team members can thrive in both their careers and personal lives, ensuring they feel supported and empowered to succeed.

MERGE believes in transparency and equity. In accordance with state regulations, we’re proud to include salary ranges in our job postings to ensure fair compensation practices.

The salary range for this role is $56,850 - $56,250, based on the individual’s skills, experience, qualifications, location, and other relevant factors. The salary pay range is subject to change and may be modified at any time.  

MERGE is proud to invest in benefits that include meaningful Medical, Dental, Vision, Life Insurance, 401K, Lifestyle Spending Account, Employer Paid Life & Disability Insurance, Flexible Time off & Holidays, plus many other benefits and rewards.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

 

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And here’s how we live our values at MERGE

  • Ability. Mastering our craft
  • Agility. Delivering with a growth mindset
  • Humility. Collaborating for shared success

MERGE is proud to be an Equal Opportunity Employer

MERGE welcomes and celebrates diversity regardless of race, religion, color, national origin, gender, sexual orientation, veteran status or people with abilities. We believe that the more diverse we are, the more creative our work will be!

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