Tier II Helpdesk

1 month ago

Boston, United States Addison Group Full time
Job DescriptionJob Description

Position: Tier II Helpdesk

Location: Boston, Massachusetts

5 Days On Site


Are you looking for a growth opportunity for a reputable company with a positive work environment? Our client is looking for a Tier II Helpdesk to join their team. Please contact us today to discuss this opportunity


This position will interface with users, all facets of IT management, and vendors and handle the day-to-day routine maintenance of the office’s PCs, laptops, printers, A/V equipment and software and provide overall technical support to users.


Responsibilities

·Day to day support tasks in support of end users and the firm

·Client project participation and/or involvement.

·Global Services project participation and/or involvement

·Day to day hook-ups of AV equipment as requested.

·Working with Network team as “remote hands” for server room and wiring closet issues and requests

·Ensuring appropriate ticket detail.

·Completion of daily, weekly, and monthly reports; to include, but not limited to time submittal, monthly stock levels, etc.

·Outage communication to leadership as required.

·Environmental trend identification; based on ticket support and developing trends.

·KB submittal.

·Processes all requests for service in a professional, expedient manner.

·Maintains all IT equipment in a fully operational condition.

·Handles special projects as requested.

·Other duties as assigned.


Qualifications

·3 or more years of recent experience working in a technical support department preferred.

·Bachelor’s Degree preferred but not required.

·Experience with Microsoft software.

·Law firm experience preferred.

·Knowledge using Audio Visual equipment.

·Knowledge of remote access systems: VPN, Citrix.

·Knowledge of Dell/Lenovo hardware.

·Knowledge of VPN, PDAs, other related technologies.

·Working with high energy customers.

·Microsoft certifications preferred but not required.

·Excellent verbal and written communication skills.

·Proven track record of customer satisfaction.

·Ability to lift 50 pounds.

·Must work well under pressure, meeting multiple and at times conflicting deadlines.



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