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Technical Support Specialist

2 months ago

Boston, Massachusetts, United States firstPRO, Inc Full time

Company Overview

firstPRO, Inc. is seeking a dedicated Desktop Support Analyst to provide exceptional technical assistance to our internal users. This role is pivotal in ensuring smooth operations by addressing hardware, software, and application-related inquiries.

Key Responsibilities

  • Provide assistance to users experiencing technical difficulties with peripheral devices, including but not limited to docking stations, keyboards, mice, monitors, and laptops.
  • Monitor and manage helpdesk tickets to ensure timely resolution of issues.
  • Maintain an up-to-date inventory of hardware and software licenses to comply with legal and corporate standards.
  • Conduct regular audits to verify the accuracy of software and hardware inventory.
  • Facilitate onboarding processes, including training users, imaging laptops, and deploying necessary hardware.
  • Support the use of enterprise imaging and software deployment tools for end-user computing needs.
  • Assist with account lockouts and password resets to ensure user access.
  • Manage support requests related to printer maintenance and repairs.
  • Collaborate with the HR department on employee transitions, including additions, changes, and departures.
  • Provide assistance with video conferencing setups, training, and troubleshooting.
  • Support and maintain company-issued mobile devices.
  • Build strong relationships with end-users to promote effective use of technology in achieving business goals.
  • Participate in an on-call rotation for emergency support.
  • Assist with the installation of on-site systems, infrastructure, and networking hardware in coordination with the Infrastructure team.
  • Contribute to the testing of relevant technology solutions.
  • Document, maintain, and apply IT procedures and guidelines.
  • Work with IT teams to gather service level performance metrics for desktop systems and related infrastructure.

Qualifications

  • Relevant certifications such as A+, MCP, or equivalent.
  • Bachelor's degree in Information Systems, Computer Science, or related field, or equivalent experience.
  • A minimum of five years of experience in desktop support and end-user assistance.
  • Proficiency in supporting Windows 10/11 Pro environments.
  • Experience with Microsoft Office 2016 or newer.
  • Familiarity with Microsoft 365 support.
  • Knowledge of Active Directory management.
  • Experience with laptop hardware and software support, particularly Lenovo.
  • Understanding of desktop and hardware configurations, including Thunderbolt docking solutions.
  • Experience supporting Apple iOS devices.
  • Knowledge of LAN-based imaging processes.
  • Experience with endpoint VPN connections.
  • Familiarity with virtual desktop environments (VDI).
  • Experience providing remote desktop support (RDP).
  • Proficient in troubleshooting printer issues.
  • Experience with Zoom and Zoom Rooms support.