Senior Service Delivery Specialist at Charles River Associates

About Charles River Associates

Charles River Associates is a leading global consulting firm that provides economic, financial, and business management expertise to major law firms, corporations and governments around the world. CRA advises clients on economic and financial matters pertaining to litigation and regulatory proceedings, and guides corporations through critical business strategy and performance-related issues. For nearly 60 years, clients have engaged CRA for its combination of industry experience and rigorous, fact-based analysis that provide clients with clear, implementable solutions to complex business concerns.

The Information Technology (ITS) department at Charles River Associates is currently a team of 40 professionals dedicated to enhancing, maintaining, and developing the firm's technology infrastructure and security. The team is comprised of six functions: Enterprise Applications Services, Service Delivery & Telecom, Information Security, Infrastructure, Cloud and Networks, Project Management and Procurement and Human Resource Information Systems. Information Technology staff are based in the Boston, Chicago, College Station, London, Munich, New York, Oakland, and Washington, DC offices.

Position Overview

The Senior Service Delivery Specialist’s role is to improve the productivity of CRA’s employees by providing a point of contact for problem resolution and information. This is accomplished through diagnosis, identification and resolution of problems with hardware, third-party and proprietary software, LANs, and servers in a timely and professional manner via telephone, email communication, and hands-on support. 

• Provides guidance, assistance, coordination and follow up on client questions, problems or malfunctions of all systems applications, hardware and software installed and maintained by the company.
• Participant in remote support team; providing support to users in other offices or while users are travelling domestically and internationally via remote assistance tools.
• Document problems and solutions in help desk tracking system. 
• Inform management of potential problems and identify problem trends.
• Install, modify, and make minor repairs to computer hardware and software systems.
• Deploy and maintain workstation images.
• Install hardware and peripheral components, such as monitors, keyboards, printers, hard drives, etc.
• Responsible for the installation, configuration, maintenance and upgrade of computer hardware, software and mobile devices. 
• Provide support for audio-visual systems, regular inspection of meeting rooms to ensure lighting, AV equipment, and other amenities work properly.
• Perform day-to-day operation of all activities to execute meetings and video conference calls.
• Other duties and special projects as assigned.

Desired Qualifications

• Bachelor’s degree in IT field or related field of study.
• 5+ years of IT related experience.
• Any active certifications related to Information Technology are a plus
• Strong knowledge of modern Windows and macOS based operating systems
• Experience with Intune, Azure, and Autopilot
• Ability to perform diagnostics, identify problems and provide resolutions.
• Exceptional customer service skills and the ability to work in a team environment.
• Excellent oral and written communication skills.  Must be able to clearly communicate technical guidance and instructions to users via telephone and email.
• Excellent time management skills.
• Able to handle challenging requests and multiple projects with competing interests for time.
• Knowledge/experience supporting Windows 10 & 11 workstations, macOS, Active Directory, Microsoft Office 2016 + and Microsoft Teams
• Must be able to travel to both offices locations and provide onsite support in  Oakland and San Francisco
• On-call support rotation.
• Ability to lift/move equipment (50lb/22kg)
• Experience with administrating popular video conferencing solutions such as but not limited to, Microsoft Teams, Zoom, and WebEx in medium sized enterprises
• Experience with Mobile Device Management, remote backup, Apple and Windows inventory software solutions

Work Location Flexibility

CRA creates a work environment that enables our colleagues to benefit from being together in the office to best deliver on our promise of career growth, mentorship and inclusivity. At the same time, we recognize that individuals realize a range of benefits when working from home periodically. We currently ask that individuals spend 4 days a week on average working in the office (which may include traveling to another CRA office or to a client's location), with specific days determined in coordination with your practice or team. At certain times of the year (e.g. holiday periods), additional remote work options are offered to those whose work commitments permit it, although our offices remain open for those who choose or need to be there.

Our Commitment to Diversity

Charles River Associates is an equal opportunity employer (EOE/AAE). As part of our focus on equity and inclusion, we work to ensure a fair and consistent hiring process. We celebrate diversity and we are committed to an inclusive work environment.

The District of Columbia requires CRA to include a good-faith estimate of the wage range for this role. This range is specific to individuals applying to work in our Washington, DC office and considers several factors including but not limited to experience, education level, and expertise. A good-faith estimate of the base wage range for this role is $70,000 - $95,000; actual total compensation may also include benefits and bonus.