Field Support Technician for Travel Technology

2 weeks ago

Somerville, Massachusetts, United States Delphi-US Full time
Position: On-Site Technical Support Specialist (Contract)

Location: Boston, MA area

Job Overview:

Our client, a prominent healthcare organization in the Boston area, is seeking a Technical Support Specialist to provide assistance across various locations. Reporting to the Desktop Support Manager or Supervisor, this role is essential in delivering technical assistance to academic medical institutions, hospitals, and affiliated medical practices, as well as other IS Digital Support departments for the devices managed by the client. The managed devices encompass desktop computers, laptops, thin clients, tablets, monitors, printers (including network, local, label, wristband, and prescription), scanners (document and barcode), and other peripheral equipment.

Key Responsibilities
  • Deliver break/fix technical support for both networked and standalone managed devices in accordance with established Service Level Agreements.
  • Assess and prioritize issues based on urgency.
  • Escalate unresolved matters to the appropriate level 3 IS Support Services team.
  • Utilize company-provided equipment, such as Surface Go or laptop, during the workday and provide real-time updates on assignments.
  • Maintain care for company-assigned equipment and utilize it as intended.
  • Collaborate with other IS Support Services teams to troubleshoot network and computer issues.
  • Set up and configure network devices using standard operating systems and tools.
  • Participate in large-scale hardware deployments, relocations, and operating system rollouts.
  • Conduct scheduled preventative maintenance on desktop and laptop workstations, including re-imaging operating systems, data capture and restoration, physical hardware cleaning, and cable management.
  • Utilize User State Migration Tool to capture primary user data from managed devices.
  • Document all work performed in the ticketing system.
  • Refer to knowledge base articles to resolve technical issues.
Qualifications
  • Proficient understanding of Windows 10 operating systems.
  • Extensive knowledge of HP and Dell desktops, laptops, printers, and peripheral hardware components.
  • Familiarity with supported software including Microsoft Office 365, Internet Explorer, Microsoft Edge, Google Chrome, Windows Defender, ForeScout NAC, Microsoft LAPS, USMT, SCCM, and Citrix XenApp.
  • Capability to perform full disk encryption using BitLocker and manage key recovery.
  • Minimum one year of experience in a customer service-oriented environment, preferably within healthcare.
  • At least one year of hands-on experience in installation, configuration, troubleshooting, and repair of workstations, laptops, and printers.
  • Certifications such as CompTIA, Microsoft, or ITIL are advantageous.
About Delphi-US

Delphi-US is a national recruiting firm based in Newport, Rhode Island, specializing in IT, Engineering, and Professional Staffing services for leading corporations across diverse industries in the United States. We are committed to connecting top talent with Employers of Choice, facilitating critical project success, and fostering positive employment relationships. Our proprietary skill-based and cultural matching process enhances the quality of submissions, leading to increased interview and offer rates. Our experienced and professional team is dedicated to advocating for candidates, equipped with industry insights and a thorough understanding of employer expectations.

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