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Information Technology Help Desk Technician

4 months ago

Boxborough, United States Product Insight, Inc. Full time

Product Insight is a design-driven engineering firm serving companies committed to human-centered development of the technical products that will power a better world.

For us, assembling, growing, and evolving an exceptional team is paramount. Our whole company is our development team, they are the value we bring to clients. We excel at creating innovative solutions to intricate technical challenges across various industries, delivering life-saving therapies, enhancing workplace safety and productivity, transforming operational models, and shaping the future of transportation.

Join our dynamic IT support team as an IT Help Desk Technician. You will handle Tier 1 and 2 tasks with a focus on imaging, deployment and advanced troubleshooting. We are seeking a candidate with exceptional technical skills, problem solving abilities and a passion for customer service

Key Responsibilities:

Provide Tier 1 and Tier 2 technical support via phone, email, Teams, and in-person.

Efficiently diagnose and resolve hardware, software, and network issues

Collaborate with other IT teams to tackle complex problems and ensure resolution.

Develop and maintain standardized OS images for Windows deployment.

Manage system upgrades and migrations with minimal disruption to end-users.

Investigate and resolve escalated technical issues, especially in Windows environments.

Work closely with development and infrastructure teams to resolve complex issues.

Create and update SOPs, troubleshooting guides, and knowledge base articles.

Deliver exceptional service, ensuring positive interactions with end-users.

Communicate technical information clearly to non-technical users.

Strive for high user satisfaction through prompt issue resolution.

Qualifications:

  • Associate degree required, Bachelors Degree preferred
  • 1-2 years experience in Tier 1 and 2 technical support roles
  • Proficiency in imaging tools (SCCM, MDT) and deployment technologies
  • Advanced troubleshooting skills in Windows OS environments
  • Familiarity with Windows package management, command-line utilities and system configurations
  • Experience with Active Directory, group policies, and network protocols preferred.
  • Experience supporting laptops (Lenovo device experience a plus)
  • Microsoft Certified: Windows 10 preferred
  • Excellent communication and interpersonal skills.
  • Exhibits strong organizational and time-management abilities, adept at handling multiple projects concurrently.
  • Displays a strong team spirit, committed to achieving team objectives and sustaining high team morale.

At Product Insight, we aim to be a place where a diverse mix of talented individuals want to come, stay, and contribute their best work. We take pride in delivering top-tier products to the market, recognizing that achieving this goal necessitates a team reflecting the diversity of our world. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or veteran status.