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Service Desk Technician
Information Technology company
Information Technology company
Newton, MA
W-2 onlyContractContract to Permanent1022 views
Newton, MA
ContractContract to Permanent
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Overview:
The Onsite Service Desk Technician is an essential employee and one of the escalation points for incident resolution and request fulfillment supporting onsite employees. This position requires being onsite 5 days per week.

Responsibilities:

  • Provide excellent customer support to both our Corporate and remote internal customers.
  • Track and own customer issues with end-to-end ownership through final resolution.
  • Proactively engage the required resources to ensure the customer expectation is exceeded in a timely manner.
  • Assess and prioritize daily ticket workload aligning with Best Practice and in accordance with established SLAs.
  • Provide excellent data quality within all assigned tickets.
  • Install, configure, and support hardware and software in the environment.
  • Participate in the on-call after hours support rotation.
  • Periodically assist with special projects and emergencies, including but not limited to, regularly scheduled evening or early morning maintenance and emergency response at any time (24x7).
  • Troubleshoot A/V issues in relation to high-visibility meetings and for VIPs.
  • Contribute to both the IT and Customer Knowledge Base, writing concise and coherent incident description and resolution.
  • Interface with vendors to coordinate hardware repair, when required.
  • Escalate critical incidents to Service Desk Manager, as needed.
  • Troubleshoot and resolve complex issues and work with other teams to identify root cause and resolution.
  • Provide phone and deskside support for mobile devices (iPhone & iPad).
  • Create and maintain on point documentation for all desktop solutions and troubleshooting instructions in the Knowledge base
  • Setup and move computer equipment in support of new hire on-boarding and office moves.
  • Work as a member of a collaborative team.
  • Follow standard operating procedures around process and documentation.
  • Recommend process improvements.
  • Additional responsibilities as assigned.

Qualifications:

  • Bachelor's degree in Computer Science, Information Systems, or equivalent technical discipline is strongly preferred.
  • 2-4 years of working experience supporting 500+ Windows machines.

Other technology areas include:

  • Windows 7/10
  • A/V
  • Imaging
  • Onboarding/offboarding employees
  • iPhone and iPad
  • Web browsers
  • Microsoft Outlook and O365 Suite
  • Printers
  • Dell desktops and laptops
  • Account Management
  • ITIL and Best Practice experience preferred.
  • Ability to stand, bend, squat and lift computer equipment as well as climb two flights of stairs.
  • Strong working experience with an IT Service Management tool, preferably ServiceNow.
  • Cisco VoIP experience strongly desired.
  • SCCM knowledge considered a plus.
  • Excellent analytical and problem-solving skills.
  • Understanding of asset management / software licensing compliance preferred.
  • Excellent customer service and time management skills.
  • Strong written and verbal communication skills.
  • Ability to develop processes and documentation.
  • Strong work ethic, reliable, and collaborative.
  • Ability to participate in 24x7 on-call support rotation.

Skills
Skill Proficiency Years Experience Percent Used
Desktop Support
3 - 6100%
ITSM
Any100%
Cisco
Any75%
Customer Service
Any75%
Desktops
Any75%
Laptops
Any75%
MS SCCM
Any75%
ServiceDesk
Any75%
ServiceNow
Any75%
VoIP
Any75%
Windows
Any75%
Mobile Devices
Any50%
Printers
Any50%
Account Management
Any25%
Asset Management
Any25%
Documentation
Any25%
ITIL
Any25%
Microsoft Outlook
Any25%
Problem Solving
Any25%
Verbal Communication
Any25%