Help Desk Support Technician
3 weeks ago
TITLE: User Support Technician
LOCATION: Marlborough Campus, MA - SHIFT HOURS: 8am-5pm ONSITE/No remote
DURATION: 6 months
REQUIRED:
*EDUCATION: HS Diploma
*Helpdesk experience is a must
Responsibilities
IT Help Desk support (On rotating basis with some after-hours coverage)
o Answer help desk phone calls
o Route help desk tickets to appropriate technicians or support groups
o Provide on the spot troubleshooting as time allows
o Provide walk up support
Provide local support for the following systems (installation, upgrades, troubleshooting):
o PC/Laptop Hardware and Software
o Network Peripherals, Printers, Copiers
o Telephone System
o Enterprise/Business Applications
o Mobile devices
o Audio/Visual
Maintain loaner laptops
Hardware procurement, inventory, disposal support
Account Management advanced support
Qualifications
Windows 10 & 11 experience
Microsoft Office 365 experience
Working knowledge of Laptop/Desktop/Printer Hardware
General Networking and Wireless skills
PC/Laptop build and Imaging experience
Active Directory and Microsoft Exchange/O365 experience
Desktop support tools working knowledge
Anti-Virus, Malware, Spam and other security remediation experience
Ability to triage, troubleshoot, and resolve moderately complex PC/Network problems quickly and accurately; engage vendors as needed
Ability to be an active participant and contributor on a professional IT Support Team
Exceptional communication skills, telephone support skills, and interpersonal skills with a customer service focus
Ability to plan/organize time and workload
Ability to prioritize and escalate based on problem/issue severity
Ability to follow standard process/procedures
IT service management system experience required (ServiceNow experience a plus)
MacOS experience desired
Documentation and Knowledge base experience desired
Ability to work assignments that are moderately complex in nature where judgement is required in resolving problems and making routine recommendations
Mid-level position, all relevant experience considered, PC support experience required
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