Help Desk Support Technician

3 weeks ago


San Diego, United States Mastech Digital Full time

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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