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Desktop Support Analyst

2 months ago

boston, United States firstPRO, Inc Full time

FirstPro is now accepting resumes for a Desktop Support Analyst position based in Boston, MA. This role will focus on providing higher level Technical Support to internal users on hardware, software, applications, imaging and peripherals. This is a contract to permanent hire role that can provide OT pay.


Responsibilities

  • Assist users with technical issues related to peripheral devices (docking station, keyboard, mouse, monitors, laptop, etc.) including hardware replacement
  • Monitor and respond to helpdesk tickets
  • Perform the employee onboarding processes including training end users, imaging laptops, and deploying hardware
  • Assist in the use of enterprise imaging, software deployment tools, and data migration for end user computing needs
  • Manage support calls for printer break/fix services
  • Support and distribute company-owned mobile devices
  • Communicate and coordinate regularly with Director of IT Infrastructure and Operations, as well as the Manager of Helpdesk
  • Participate in on-call rotation for emergency support phone queue
  • Assist in supporting the company's security posture
  • Work with IT teams to acquire service level performance metrics for all desktop system and related infrastructure elements


Requirements

  • BSc in IS, CS, or equivalent experience; will consider experience in lieu of a degree; A+, MCP or other equivalent certification is a plus
  • Minimum five (5) years of experience in a desktop support and end-user support role
  • Windows 10/11 Pro support
  • Desktop and hardware configurations, including Thunderbolt docking solutions
  • Apple iOS device support
  • LAN-based imaging
  • Support end user VPN connectivity issues
  • Excellent customer service skills
  • Current LAN and WLAN IP network technologies
  • Windows 10/11 Pro 64-bit Enterprise operating systems
  • Knowledge must reflect current technologies with experience on corporate Windows computer operating systems
  • Evening/weekend work may be required; Occasional travel as needed
  • Rotating on-call coverage support required
  • Requires physical activity including the regular moving of items of fifty (50) pounds or more