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Desktop Support Specialist

3 months ago

Boston, United States Sasaki Full time
Job Description: Desktop Support Specialist

Position Title: Desktop Support Specialist

Location: Boston, MA

Department: Information Technology

Reports To: Help Desk Manager

Anticipated Salary: 75-80k annually

Summary: We are seeking a motivated and customer-focused Desktop Support Specialist to join our dynamic IT team. The successful candidate will provide technical support and troubleshooting services to end users who need assistance with their computer hardware or software. The tech will be the first point of contact for all IT-related queries and will play a crucial role in ensuring the smooth operation of our IT systems.

Key Responsibilities:
  1. Provide Technical Support:
    • Respond to help desk tickets, emails, and walk ups from end users experiencing technical issues.
    • Diagnose and resolve hardware, software, and network problems.
    • Assist users with setting up and configuring new equipment and software.
  2. Troubleshooting:
    • Identify, document, and troubleshoot technical problems to determine root causes.
    • Guide users through step-by-step solutions in a clear and understandable manner.
    • Escalate unresolved issues to higher-level support or relevant departments as necessary.
  3. Documentation and Reporting:
    • Maintain accurate records of support requests and resolutions in the help desk ticketing system.
    • Create and update user guides, FAQs, and knowledge base articles.
    • Provide regular reports on common issues and resolution times.
  4. User Training:
    • Conduct one-on-one and group training sessions for end users on various software applications and IT systems.
    • Develop training materials and resources to enhance user proficiency.
  5. System Maintenance:
    • Assist with the installation, configuration, and maintenance of IT hardware and software.
    • Perform routine maintenance and updates to ensure system security and efficiency.
    • Monitor system performance and report any anomalies.
  6. Customer Service:
    • Deliver high-quality customer service by maintaining a professional and empathetic demeanor.
    • Follow up with users to ensure their issues have been resolved satisfactorily.

Qualifications:
  • Education:
    • Associate's or Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
  • Experience:
    • Previous experience in a help desk or technical support role is preferred.
    • Familiarity with various operating systems and common software applications.
    • Experience with help desk ticketing systems and remote support tools.
  • Skills:
    • Strong troubleshooting and problem-solving skills.
    • Have a sense of urgency.
    • Excellent verbal and written communication abilities.
    • Ability to work independently and as part of a team.
    • Strong customer service orientation.
Certifications:
  • CompTIA A+, ITIL Foundation, or similar certifications are a plus.
Work Environment:
  • The role is primarily office-based.
  • May require evening or weekend work.
Physical Requirements:
  • Ability to lift and move computer equipment as needed.
  • Prolonged periods of sitting at a desk and working on a computer.