Service Desk Technician
Information Technology company
Information Technology company
W-2 onlyContractContract to Permanent1836 views
Newton, MA 02460
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 - 6 | 100% | |
ITSM | Any | 100% | |
Cisco | Any | 75% | |
Customer Service | Any | 75% | |
Desktops | Any | 75% | |
Laptops | Any | 75% | |
MS SCCM | Any | 75% | |
ServiceDesk | Any | 75% | |
ServiceNow | Any | 75% | |
VoIP | Any | 75% | |
Windows | Any | 75% | |
Mobile Devices | Any | 50% | |
Printers | Any | 50% | |
Account Management | Any | 25% | |
Asset Management | Any | 25% | |
Documentation | Any | 25% | |
ITIL | Any | 25% | |
Microsoft Outlook | Any | 25% | |
Problem Solving | Any | 25% | |
Verbal Communication | Any | 25% |