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Help Desk Specialist Senior

1 month ago

Boston, United States Mindlance Full time
SUMMARY (Job Overview):
The laptop technician will report to the Department of Children and Families Mobile Device Team LeadDCF seeks to hire 4 Laptop Support Technicians to assist with a statewide rollout of Client EliteBook laptops/docking stations and other peripherals in 39 DCF offices. The laptop technician will report to the Department of Children and Families Mobile Device Team Lead.
The DCF Mobile Device Team manages 4000+ mobile devices for staff across the Commonwealth. These devices are a critical part of the work that DCF performs, aiding staff's ability to effectively perform their responsibilities. The technician will be integral to the Mobile Device Team's ability to provide statewide on-site device rollout support. The Laptop Support Technician will be responsible for on-site receipt of current devices, deployment of new devices, configuration support, and inventory of each device. The candidate filling this position must have excellent technical, organizational, communication, and documentation skills. The Laptop Support Technician must have sufficient knowledge to troubleshoot mobile devices, specifically the Windows operating system and hardware installation. This person will provide face-to-face support for end users and must exercise appropriate customer service soft skills. The Mobile Device Team works in a fast-paced environment. The technician will be expected to work independently or as part of the team. Travel and use of your own vehicle will be required. JOB DUTIES (Detailed Statement of Duties and Responsibilities):

  • Receive, unbox, and organize a high volume of laptops/surface pros/peripherals shipped to DCF offices.
  • Provide on-site docking station/workstation set-up.
  • Receive and inventory DCF staff Surface Pro being returned.
  • Deploy Client Elite Notebook, with configuration instructions, to staff.
  • Provide on-site configuration support/troubleshooting to staff
  • Communicate issues with the Mobile Device Team.
  • Regional MA travel.
REQUIRED SKILLS (Special Skill Set, Abilities, Knowledge
  • Comfortable with the functions and Settings of an Client laptop.
  • strong knowledge of Microsoft Windows operating system.
  • Must possess exceptional organizational skills and attention to detail.
  • The ability to work in a fast-paced, team-oriented, and customer-centric environment. This should include excellent listening, retention, and follow-up skills.
  • Must be self-motivated, well organized, and have excellent communication skills.
  • Must maintain accurate records and status reporting.
  • Working knowledge of Microsoft Excel.
  • Demonstrated ability as a flexible, process-oriented, logical thinker and team player

CONTRACT DURATION
  • Up to 6 months.
Qualifications Required:
  • ssociate degree/Diploma in Information Systems or equivalent work experience
  • t least one year of previous experience providing mobile device technical support
  • Experience providing in-person technical customer service