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Tier 2 Help Desk Technician

3 months ago

Boston, United States Addison Group Full time

Job Location: Onsite in Boston, MA

Position Summary:

We are seeking a dedicated and experienced Tier 2 Help Desk Technician to provide top-tier technical support for our New Boston office. This role involves interfacing with users, managing day-to-day IT operations, and handling routine maintenance of PCs, laptops, printers, A/V equipment, and software. The successful candidate will work closely with our IT management team and vendors to ensure seamless technical support and operational efficiency.

Key Responsibilities:

  • Technical Support: Provide day-to-day support for end users, addressing technical issues with PCs, laptops, printers, A/V equipment, and software.
  • Project Participation: Engage in client projects and Global Services projects as needed, contributing technical expertise and support.
  • A/V Equipment Setup: Assist with the setup and troubleshooting of A/V equipment for meetings and presentations.
  • Collaboration with Network Team: Serve as “remote hands” for server room and wiring closet issues and requests, working closely with the Network team.
  • Ticket Management: Ensure all service tickets are detailed and accurately documented; complete daily, weekly, and monthly reports, including time submittal and stock levels.
  • Communication: Provide timely outage communication to leadership and identify environmental trends based on support tickets.
  • Knowledge Base: Submit knowledge base articles to enhance team resources and support.
  • Service Requests: Process all service requests professionally and promptly.
  • Equipment Maintenance: Maintain all IT equipment in a fully operational condition.
  • Special Projects: Handle special projects and other duties as assigned.

Qualifications:

  • Experience: Minimum of 3 years of recent experience in a technical support role, preferably within a law firm environment.
  • Education: Bachelor’s Degree preferred but not required.
  • Technical Skills: Proficiency with Microsoft software, knowledge of Dell/Lenovo hardware, and familiarity with remote access systems (VPN, Citrix).
  • A/V Equipment: Experience with audio-visual equipment setup and troubleshooting.
  • Customer Service: Strong ability to work with high-energy customers and a proven track record of customer satisfaction.
  • Certifications: Microsoft certifications preferred but not required.
  • Communication Skills: Excellent verbal and written communication skills.
  • Physical Requirements: Ability to lift up to 50 pounds.
  • Work Ethic: Capable of working under pressure, meeting multiple and sometimes conflicting deadlines.
  • Travel: Willingness to travel between our two Boston offices as needed.

Why Join Us?

Be part of a forward-thinking firm where innovation, client service, and a supportive work environment converge. We offer opportunities for growth, professional development, and a collaborative team atmosphere.

If you’re ready to contribute to a dynamic team and excel in a progressive environment, apply today