Tier 1 Desktop Support

Found in: Appcast US C2 - 2 weeks ago

Westford, United States eXcell Full time

Find out why eXcell is the employer of choice for contractors Join eXcell and enjoy our generous employee benefits

Our client has a brand new opportunity for a qualified Tier 1 Desktop Support to join their team onsite in Westford, MA. This resource will provide day to day first touch phone and walk up support for IT hardware, software, and networking inquiries coming from 2500+ global employees.
 
Duties and Responsibilities:

  • Acts as the first point of contact for all IT issues, quickly responding to requests
  • Follows scripted IT handling / engagement procedures
  • Triages and categorizes incidents and requests, ensuring all tickets are properly documented and assigned
  • Uses remote support tools to further diagnose and troubleshoot issues at remote locations
  • Routes issues not resolved on initial contact to the correct team for resolution
  • Partners with others in IT to ensure proper handoffs and follow-through
  • Educates end users on self-service support tools and best practices
  • Assists in documentation of troubleshooting procedures that can be shared in the knowledge base
  • Assists in identification of trends in incidents, recommending review of recurring issues
  • Services supported include hardware (desktops / laptops, mobile devices, printers, file shares), video conferencing, WAN and VPN networks and phones, business applications, Active Directory administration, and collaboration tools such as Office365 and email
 
Skills and Qualifications:
  • Minimum 1+ year of help desk experience
  • Entry-level experience in the support of the Microsoft and Macintosh-based equipment
  • Strong interpersonal skills with a passion for customer service
  • Ability to lift computer hardware, ranging from 0-50 lbs.
 
 
 
Full COVID-19 vaccination may be required.
 
We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life/AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA/HSA Pre-Tax Benefits, Employee Discounts.
 
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.

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