Seeking a Senior Desktop Support Engineer for a position in Billerica, Massachusetts.

Primary responsibility for Onsite Support Services including, but not limited to Desktop Support, laptop, mobile devices, software, asset management, network connectivity. Specialists will support customers directly onsite and remote. Windows and MAC environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Troubleshoot and resolve customer support issues onsite and remote
• Ensure support tickets are resolved in accordance with Service Level Agreements and customer policy / procedures
• Configure hardware / software to customer specifications
• Identify continuous improvement opportunities with processes / support issues.
• Create support documents as required.
• Deliver support for reported problems with desktop computers, laptops, peripherals and mobile devices.
• Install and configure desktop computer hardware, software and peripherals using standard procedures.
• Work with vendors to troubleshoot and resolve issues.
• Work with a variety of computer images for Windows and Mac OS systems.
• Evaluate new product versions and recommend upgrade schedules.
• Set up and troubleshoot domains, user accounts and software accounts.
• Configure, test, and troubleshoot network connectivity and wireless access for local and remote computers or devices.
• Add or replace memory, new keyboards, motherboards, and other components.
• Format, install, set up, maintain, and troubleshoot desktop and laptop computers with and for end users.
• Coordinate with vendors to resolve problems.
• Must be able to lift 50 lbs
• Maintain asset inventory

KNOWLEDGE, AND ABILITIES

• Ability to work as part of a team
• Excellent written and verbal communication skills
• Customer-centric attitude
• Ability to communicate technical problems and instructions to end users in terms that are easy to understand.
• Understanding of importance of proper documentation
• Strong Troubleshooting skills
• Drive to provide continuous process improvements on delivered role

SKILLS REQUIRED FOR THE POSITION

• Windows OS Support XP, 7,10
• MAC OS
• Laptop hardware troubleshooting
• mobile device and MDM experience, iOS and Android
• Installation of software
• Network connectivity troubleshooting
• Windows 10 experience required

EDUCATION AND EXPERIENCE

• A bachelor's degree in information technology or a related field is a plus for this position. Additional industry certifications and customer oriented working experience may be preferred. They should have advanced knowledge of different operating systems and network solutions. Must have at least three years’ experience working on desktop support role, not just phone support.
• MSCE Certifications a plus
• JAMF Experience is a plus