IT Support Specialist

Imagine New Horizons

Dassault Systèmes Americas is seeking a self-motivated, technically strong IT Support Specialist to join our Americas IT organization. This full-time position is out of the Waltham, MA office.

As a support specialist, you can expect to provide IT services and support to local and remote business users. You will also assist the end-user environment team and the IT infrastructure teams to ensure Dassault Systèmes field offices ensure alignment with corporate standards & security protocols.

The Challenges Ahead

The mission of the Regional Service Desk and IT Proximity teams is to provide an exceptional user experience to all DS employees needing IT to support services.

We provide efficient, timely, high-quality technical support to allow our business users to work efficiently with their IT equipment.

We provide the highest possible professionalism in all our daily tasks and interactions.

We are a team of knowledgeable contributors who provide innovative solutions while sustaining a high level of integrity following DS standards, processes, and management approvals.

What will your role be?                

• Provide excellent user experience to 3DS employees needing IT support
• Troubleshoot issues coming from Helpdesk primary qualification.
• Ensure incident resolution based on SLA for hardware or systems on corporate personal IT work environments
• Ensure troubleshooting & resolution for local and remote users
• Propose and administrate additional services for End-user (loan fleet management, secure storage management)
• Provide support for software installations
• Manage urgency and prioritize tickets, understand and follow up on escalations
• Engage with other teams for more complex requests