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Desktop Support Analyst III

4 months ago

Boston, United States Integrated Resources Full time
SUMMARY DESCRIPTION
The IS Support Specialist-Intermediate is responsible for providing remote and desk-side 1 st and 2 nd level support to end-users at the Boston, MA site. The IS Support Specialist-Intermediate is also responsible for supporting PC hardware and software, servers, applications, PC imaging, new hire setups, AD account management, peripheral support and other duties assigned by the Sr. Manager, I&O Americas.

ESSENTIAL DUTIES AND RESPONSIBILITIES
To perform th is job successfully, an individual must be able to perform each essential duty satisfactorily.

Primary responsibilities are to:
  • Monitor Helpdesk ticketing system. Provide timely and professional PC and peripheral support via phone, desk-side, or remote connection. Support includes hardware and software installation and troubleshooting, as well as occasional limited end-user education. (20%)
  • Apply standard corporate workstation image and deploy equipment to new employees. RE-image existing employee PCs, as needed, without the loss of data. (20%)
  • Create, maintain, and delete Windows Active Directory accounts in accordance with company standards. Ensure integrity of data by limiting access to all network resources. (15%)
  • Assist in planning and implementing network and computing infrastructure plans and work with the East Coast Infrastructure manager in small to medium sized projects according to budgets, schedules and business needs. (15%)
  • Support and maintain servers, desktop / laptop hardware, and software applications. (15%)
  • Support and maintain all databases and applications, ensuring that they are secure, available and functioning optimally at all times and maintain peripheral systems including, but not limited to, the backup systems, wireless systems, VPN access, etc. (10%)
  • Follow documented procedures and controls. Must maintain required evidence of compliance and provide said evidence during Audit testing. (5%)

DESIRED MINIMUM QUALIFICATIONS
  • Bachelor's degree in Computer Sciences or Information Technology or equivalent combination of experience and education
  • 3 - 5 years relevant work experience
  • Microsoft Network Certification and/or Microsoft Active Directory knowledge
  • Demonstrated knowledge of Windows servers and Windows desktop/laptop systems
  • Ability to manage multiple projects, activities and tasks simultaneously
  • Must understand the importance of documenting processes, procedures, and applications in a highly regulated medical device environment (experience working in highly regulated environments, medical/aerospace, a plus)
  • Must possess good interpersonal skills and the ability to communicate with technical and non-technical personnel alike
  • Ability to work on a team and supervise and coach contractors and consultants
  • Ability to work independently without close supervision
  • Other Skills: Must be a self-starter with a positive attitude, strong customer service skills, proven problem-solving skills, the ability to prioritize and execute tasks in a dynamic environment, the ability to learn, adapt, and apply new concepts and technologies, and the ability to work a flexible work schedule as needed.