Help Desk Support Technician

4 weeks ago

San Diego, United States Mastech Digital Full time

TITLE: User Support Technician

LOCATION: Marlborough Campus, MA - SHIFT HOURS: 8am-5pm – ONSITE/No remote

DURATION: 6 months


REQUIRED:

*NEED THESE –1-2 years experience in IT Help Desk support (Phone Support AND DESKSIDE support both needed).

  • Good troubleshooting and technical skills
  • Good communications skills
  • 2 rounds of video interview


  • ResponsibilitiesIT Help Desk support (On rotating basis with some after-hours coverage):
  • Answer help desk phone calls.
  • Route help desk tickets to appropriate technicians or support groups.
  • Provide on the spot troubleshooting as time allows.
  • Provide support through Microsoft Teams.
  • Provide walk up support.
  • Provide local support for the following systems (installation, upgrades, troubleshooting):
  • PC/Laptop Hardware and Software
  • Network Peripherals, Printers, Copiers
  • Telephone System
  • Enterprise/Business Applications
  • Maintain loaner laptops and projectors.
  • Hardware procurement, inventory, disposal support.
  • Travel to other sites to provide support.


Qualifications

• Windows 10 & 11 experience

• Microsoft Office 365 experience

• Working knowledge of Laptop/Desktop/Printer Hardware

• General Networking and Wireless skills

• PC/Laptop build and Imaging experience

• Active Directory and Microsoft Exchange/O365 experience

• Desktop support tools working knowledge

• Anti-Virus, Malware, Spam and other security remediation experience

• Ability to triage, troubleshoot, and resolve moderately complex PC/Network problems quickly and accurately; engage vendors as needed

• Ability to be an active participant and contributor on a professional IT Support Team

• Exceptional communication skills, telephone support skills, and interpersonal skills with a customer service focus

• Ability to plan/organize time and workload

• Ability to prioritize and escalate based on problem/issue severity

• Ability to follow standard process/procedures

• IT service management system experience required (ServiceNow experience a plus)

• MacOS experience desired

• Documentation and Knowledge base experience desired

• Ability to work assignments that are moderately complex in nature where judgement is required in resolving problems and making routine recommendations

• Mid-level position, all relevant experience considered, PC support experience required

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