Sr. Support Specialist

Sr. Support Specialist

Boston Mutual Life Insurance Company | Canton, MA, US
Salary Range:$90,000 – $122,000 Salary range estimated by Zippia

Posted 14 days ago

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All Boston Mutual employees who interact with our policyholders, our producers, and our BML associates embrace the principles of our brand and service philosophy. We are all brand ambassadors. Both our words and our behaviors matter. We share a common service philosophy and pride ourselves in living the BML brand promises every day, one interaction at a time.

The following statements represent what Boston Mutual stands “FOR” – it is what makes us different and better in the market we serve.

We are FOR being a progressive life insurance company dedicated to offering financial peace of mind to working Americans and their families.
We are FOR providing practical and affordable products designed for those we serve.
We are FOR making it easy to secure a level of financial protection with a portfolio of products – beginning with life insurance – via enrollment and billing options at the workplace.
We are FOR providing a personalized customer experience to our policyholders and producers.
We are FOR acting in the best interests of our policyholders, producers, employees and the communities in which we live and serve – representing the goodness of mutuality in all we do.

We do our best to:

Demonstrate a desire to assist
Listen for understanding and respond empathetically
Explain things in a manner that is easy to understand
Be knowledgeable students of our business
Take full ownership to resolve questions and issues
Be professional, polite and courteous
Leave our customers and associates “better than where we found them”

The Help Desk Senior Support Specialist is responsible for providing tier 1 technical support for software, hardware and network related issues. You will be the first point of contact for customers seeking technical assistance through phone calls, in person or email. . This is an onsite customer service-oriented IT role. We are looking for someone able to interpret and explain a variety of technical support problems and concepts to non-technical users. This role requires you to be a self-starter with a general desire to help others.

The Help Desk Senior Support Specialist is expected to:

Support customers/employees with technical issues in person, via phone or email
Respond to our customers/employees in a timely manner
Train and assist customers on our proprietary and third-party software
Install, make changes and repair computer hardware, software, printers, AV equipment and other peripherals
Resolve network related issues
Fully Document all relevant information including the impact to the customer, problem symptoms and status information in a timely fashion, and assign appropriate ticket priority
Communicate internally within the IT department and externally with the customer through resolution
Resolve as many problems and requests as possible without reassignment/escalation and within service desk time parameters, using documented procedures and available tools
Assist in the development of existing and creation of new Information Technology policies and procedures
Identify and escalate issues / situations requiring urgent attention
Maintain inventory for computer hardware, printer and other peripherals
Stay current with system information, changes and updates
Complete new hire technical orientations and equipment set up
Dispose of obsolete equipment
Coordinate with outside vendors to resolve software and hardware problems
Inform management of recurring problems
Administer help desk software
Train help desk technicians on standard policies and procedures
Assist with IT related projects for the company as directed
Respond to change productively and handle other duties as required



Bachelor’s degree in Information Technology or a related field (preferred)


5+ years of experience in IT help-desk or desk-side environment
Required Competencies: Windows Operating Systems, Microsoft Office Suite, Laptop /Desktop Configurations, Intune and Configuration Manager.

Knowledge Requirements:

Demonstrated analytical and troubleshooting skills
Expertise in the Microsoft Office platform of tools including Microsoft Teams
Experience with Help Desk support tools like ZenDesk or ServiceNow
Excellent interpersonal and customer services skills and the ability to effectively build and extend relationships
Ability to prioritize competing priorities and multi-task a variety of requests simultaneously
Strong verbal, written, and active listening skills
Ability to work well under deadlines in a changing environment and perform multiple tasks effectively and concurrently
Experience in creating and leveraging knowledgebase documentation
Self-driven, highly organized and very effective time management skills
Knowledge of basic networking comprehension
Knowledge of Windows Operating Systems, Active Directory, InTune, Configuration Manager, Smart Deploy, LAN, WAN and wireless networks.
Experience configuring, maintaining AV equipment
Ability to work a flexible schedule with occasional travel


Microsoft Certifications desired including; Microsoft 365, Microsoft Office Specialist and Microsoft End Point Configuration Manager
CompTIA A+ and CompTIA Network+ Certifications required

Due to the COVID-19 pandemic, the majority of Boston Mutual's associates are currently working remotely in accordance with our safety protocols. The selected candidate will be expected to temporarily work remotely for an unspecified period of time as determined in Boston Mutual's sole discretion. We started going back to the office in May 2022 - two days a week Mondays and Thursdays is the minimum at this time but that is subject to change in the future. You may be asked to come on site more than 2 days a week per your managers request and based on business need.

Boston Mutual is an equal opportunity employer. Boston Mutual is an equal opportunity employer, and does not discriminate on the basis of race, color, age, religious creed, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, disability, military service, veteran status, family status, pregnancy, or any other characteristic protected by federal or state laws. Boston Mutual is a drug-free workplace, and any offer extended will be contingent upon appropriate results of a drug test.%6845497%