Help Desk Support Technician

2 weeks ago


Boston, United States New Millennium Consulting Full time

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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