Help Desk Support Technician
2 weeks ago
Urgently looking for Help Desk Support Technician for our client based in Boston, MA.
Title: Help Desk Support Technician
Duration: 6-12 months
Location: Boston, MA
Hourly: $30 - $32 per hour (W2)
Must Have:
Should have at least 5 years of experience with the following:
- Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
- Hands-on experience with imaging and configuring laptops and desktops
- Expertise in providing support to O365 including Active Directory
- Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
- Support for the Mobility devices
- Experience with Ticketing system - ideally with ServiceNow
Responsibilities:
- Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance
- Respond to end-user requests for updates on ticket status and promptly follow up as needed.
- Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
- Perform managed print service invoicing/meter read/polling report verification
- Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
- Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
- Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
- Provide On-call support if required outside business hours on a rotational basis
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