Desktop Support Specialist
4 weeks ago
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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