Desktop Support Analyst
8 hours ago
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
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