User Support Technician

4 weeks ago


Marlborough, United States Hire Talent Full time

INTAKE NOTES:
- Must be onsite
- Hours-M-F; 8-5pm
-Extension possible

Skillset Matrix: Manager Notes

Technology Requirements (I.E Programs, systems, etc):
Microsoft products, active directory

What does a typical day look like? (daily tasks): Working through break/fix tickets, taking calls, setting up new hire

Preferred background/prior work experience?:
Helpdesk experience

Priority soft skills:
Time management, communication

Summary of Duties and Responsibilities

IT Help Desk support (On rotating basis with some after-hours coverage):

Answer help desk phone calls.

Route help desk tickets to appropriate technicians or support groups.

Provide on the spot troubleshooting as time allows.

Provide walk up support.

Provide local support for the following systems (installation, upgrades, troubleshooting):

PC/Laptop Hardware and Software

Network Peripherals, Printers, Copiers

Telephone System

Enterprise/Business Applications

Mobile devices

Audio/Visual

Maintain loaner laptops.

Hardware procurement, inventory, disposal support.

Account Management advanced support.

Off-site support (conferences, *** locations)

Qualifications

To perform this job successfully, an individual must be able to perform essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions.

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 processes/procedures.

IT service management system experience required (ServiceNow experience a plus).

MacOS experience a plus.

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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