Helpdesk IT Consultant (Boston)

About us

Pliancy is fundamentally changing the way businesses value technology by empowering the next evolution of IT leadership. We provide high-touch consulting solutions to life science and finance organizations. Our employees and clients find that we’re starkly different from other IT organizations because we challenge the status quo in two major ways: by putting people first in every decision we make, and by innovating towards simplicity and sustainability. Whether streamlining a client’s race to a cancer cure or securing the fine details of data integrity, we’re driven to help people.

And as a people-first company that invests in the long-term success of our employees, we’re looking for creative thinkers who like to solve interesting problems. We have a culture of mentorship and prioritize curiosity and empathy in all of our hiring decisions.

About the role

What's an average day like?

The clients you'll work with are exclusively Life Sciences Organizations and Capital Management firms (Venture Capital, Private Equity, or Hedge Funds). These clients are very friendly and enjoyable to work with. Pliancy prides itself on working with clients who respect our team and expertise. You're treated as one of their own, not as an outside individual. You'll get to collaborate with teammates to solve interesting problems. All of your teammates have a passion for technology and helping people. If you love innovating, building relationships, and socializing with fellow team members, you'll love our culture.

A typical week primarily entails servicing your client’s technology needs. This time will include working with clients via ticketing systems and phone support, researching solutions, assisting with projects, improving documentation, training users, and responding to ad-hoc requests. You'll also enjoy catered lunches onsite or meet up with teammates nearby for meals and coffee. You will enjoy time (virtually) working alongside your coworkers, collaborating onsite, and may work from the office. The remainder of the time is spent with the team on internal solutions, special projects, ticket escalations, and learning new technologies.

Who are we looking for?

You're an attentive, sociable person who loves connecting with the people you support and working in a team environment. To you, clients are people, not cases to solve — you build relationships, and as a by-product, you build trust. Few things make you feel better at the end of a workday than helping your team work swiftly and efficiently toward a common goal. You look out for your people and they’re grateful for your responsiveness. You enjoy solving business problems through the clever use of emerging technologies, often pioneering the adoption of these tools.

Responsibilities:

Hours: 8 am - 4:30 pm ET

• Serving clients via ticket, phone, and messaging queue 
• Weekly onsite visits in the Greater Boston area
• Assisting with the adoption of forward-thinking technology in a rapid-growth environment
• Providing high-touch, white-glove support to department heads and staff
• Troubleshooting day-to-day technical issues and assisting with daily requests
• Creating new users, configuring laptops, and setting up desks/workstations
• Training and assisting on use of tools and technology to meet business needs
• Documenting assets, configurations, passwords, processes, etc., and maintaining current and accurate documentation
• Assisting with office moves, upgrades, and AV installations

Requirements

Must have

• Proof of COVID-19 vaccinations.
• Soft skills (personality, relationship-building, communication, stress management)
• Experienced and comfortable supporting high-touch clients
• 2+ years of general IT support experience
• MacOS and Windows Desktop experience
• Understanding of security and privacy technologies and methods
• Experience with Common SaaS Offerings (including but not limited to Microsoft365 / Box / Dropbox / Egnyte/ Google)
• Aptitude (Ability to learn new technologies quickly)
• Troubleshooting (Ability to work through issues methodically)
• Ability & willingness to properly document processes and assets
• General understanding of network fundamentals including wireless mesh networks
• Incredible sense of pride and passion for what you do and a desire to help your teammates
• Authorization to work in the USA for any employer. We do not sponsor visas.

Nice to have

• Prior experience with ServiceNow
• Prior experience supporting Life Sciences Firms
• Video-conferencing/AV experience (Teams/Zoom)
• Experience with cl