Desktop Support Specialist

4 weeks ago


Étreux, Hauts-de-France, United States firstPRO, Inc Full time

FirstPRO, Inc. is seeking a skilled Desktop Support Specialist to join our team in Boston, MA. This role will focus on providing high-level technical support to internal users on hardware, software, applications, imaging, and peripherals.

Responsibilities

  • Assist users with technical issues related to peripheral devices, including hardware replacement
  • Monitor and respond to helpdesk tickets
  • Perform employee onboarding processes, including training end users, imaging laptops, and deploying hardware
  • Assist in the use of enterprise imaging, software deployment tools, and data migration for end-user computing needs
  • Manage support calls for printer break/fix services
  • Support and distribute company-owned mobile devices
  • Communicate and coordinate regularly with the Director of IT Infrastructure and Operations, as well as the Manager of Helpdesk
  • Participate in on-call rotation for emergency support phone queue
  • Assist in supporting the company's security posture
  • Work with IT teams to acquire service level performance metrics for all desktop systems and related infrastructure elements

Requirements

  • Bachelor's degree in IS, CS, or equivalent experience; will consider experience in lieu of a degree; A+, MCP, or other equivalent certification is a plus
  • Minimum five years of experience in a desktop support and end-user support role
  • Windows 10/11 Pro support
  • Desktop and hardware configurations, including Thunderbolt docking solutions
  • Apple iOS device support
  • LAN-based imaging
  • Support end-user VPN connectivity issues
  • Excellent customer service skills
  • Current LAN and WLAN IP network technologies
  • Windows 10/11 Pro 64-bit Enterprise operating systems
  • Knowledge must reflect current technologies with experience on corporate Windows computer operating systems
  • Evening/weekend work may be required; occasional travel as needed
  • Rotating on-call coverage support required
  • Requires physical activity, including the regular moving of items of fifty pounds or more


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