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Desktop Support Specialist

Boston , Massachusetts

About Us 

Shorelight is reinventing the international education experience for students worldwide. Based in Boston, the company works directly with top-ranked, nonprofit American universities to build innovative programs and high-touch, technology-driven services that help talented students thrive and become global citizens. 

Job Overview 

The Desktop Support Specialist delivers direct, end-to-end technology support to Shorelight employees while providing excellent levels of service and support to the Shorelight community. This position acts as a first-line technical support contact for our global team.   

Essential Functions  


  • Maintain and develop strong technical expertise in key technologies in use within Shorelight, which includes areas such as operating systems, browsers, conference room A/V , Zoom, Office 365 Suite (O365 Admin, Outlook, Teams etc), Okta + Okta Admin, and the like 
  • Troubleshoot and resolve IT issues via Ivanti ticketing system, LogMeIn Rescue (remote desktop)Teams chat + video calls, and in-person channels 
  • Contribute to Desktop Operations process documentation  
  • Maintain familiarity with current and upcoming technology trends in mobile, desktop OS, etc.  
  • Demonstrate initiative in recommending enhancements and improvements to the IT infrastructure 
  • Help maintain a current inventory/asset system of all computer hardware and software 

Support & Customer Service 

  • Actively monitor onboarding pipeline and ticket queues, and ensure that all requests are handled in accordance with Shorelight service delivery standards 
  • Escalate tickets proactively to responsible senior team members or specialists 
  • Demonstrate high degrees of skill and tact in the areas of teamwork and interpersonal relationships, including highly effective oral, written, and listening communication skills 
  • Assume other duties as required  

Minimum Qualifications 

  • 2–4 years of experience in IT or a related field, with a strong background in operating systems, desktop support, security, networking, system administration, programming and scripting, and other IT technology areas 
  • Excellent verbal and written communication skills 
  • Familiarity with Windows 10 and Mac OSX operating systems as well as a broad suite of cloud-based and SAAS applications in a business environment 
  • Strong technical, multitasking, and interpersonal skills  
  • Eligibility to work in, and travel freely to and from, the United States without sponsorship 

Preferred Qualifications 

  • Bachelor’s degree in computer science, information technology, or related field  
  • Previous support or customer service experience or training  

Application Process 

To apply for this position, please visit the Shorelight Careers page to submit an application with a resume and cover letter. 

Background Check Required–Education, Criminal, Identity 

Shorelight is an Equal Opportunity Employer.