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Onsite IT Support Technician

2 months ago

Boston, United States ComputerCare Full time
Description

The IT Helpdesk Support role is onsite at a key customer's location and is responsible for handling onsite and in person tickets that must be resolved in a timely manner. This role will service the students and staff (known as the "Community") and act as a secondary point of contact/support for the hardware repair technician.

Essential Duties
    • Record, track and document help desk request problem solving processes including actions taken through to the final resolution.
    • Respond to support tickets and meet response/resolution time in accordance with SLA guidelines.
    • Provide onsite technical support to community members, in-person and virtually, to analyze, troubleshoot and diagnose hardware and software issues.
    • Act as the face of ComputerCare for onsite and in person customer facing support, engaging with a positive attitude and aligning with the company's core values.
Roles & Responsibilities
    • Take the lead in all customer and client interactions, acting in the best interest of all parties involved.
    • Provide deeper technical troubleshooting of standard hardware (includes Mac OS, Windows, Linux) including decryption support.
    • Provision and deprovision devices (laptops, phones) which includes data wipe, os installations and configuration (MacOS, iOS, Windows and Linux).
    • Investigate and troubleshoot issues while effectively communicating with ticket submitters.
    • Work with system administrators in troubleshooting Windows and Linux imaging issues and networking related issues (SCCM, ISE logs, Chef validation).
    • Provide recommendations for improving processes and workflows, developing strategies to increase team efficiency and maintain a positive work environment.
    • Identify trending issues, recommending either remediation or escalation steps.
    • Maintain a clean and organized work space to manufacturer and organization standards.
    • Accept and process payments for services rendered within internal systems, ensuring accuracy and point of sales standards are met.
    • Perform other duties as needed and requested by Leadership.
Qualifications
    • 3+ years of experience in a IT Support or IT Asset Management environment or equivalent
    • 2+ years of experience in a customer facing role
    • ACMT or A+ Certification required
    • Familiarity with a vast variety of software platforms including but not limited to: Jamf, MECM (SCCM), Service Now or Netsuite (or similar), Windows, Mac OS, Linux, Google Workspace, Dou, VPN, Domain, Adobe, Autodesk, LassPass, Salesforce, VMWare, etc.
    • Excellent customer service and problem-solving skills.


$27.15 - $40.73 an hour