Job Description
Job Title: Helpdesk Support/User Support Technician
Location: Marlborough, MA 01752
Duration: 6+ Months
Note:
Active Directory and Windows environment as technical must-haves; • Emphasized the importance of help desk experience and good customer service skills over specific technical expertise.; • certificates (e.g., ITIL, ServiceNow) are more important than a degree
Description:
- Technology Requirements (I.E Programs, systems, etc): Microsoft products, active directory
- What does a typical day look like? (daily tasks): Working through break/fix tickets, taking calls, setting up new hire
- Preferred background/prior work experience: Helpdesk experience
Priority soft skills :
- Time management, communication
- Summary of Duties and Responsibilities
- IT 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 client sites to provide support.
Qualifications
- To perform this job successfully, an individual must be able to perform essential duties satisfactorily.? The requirements listed below are representative of the knowledge, skill, and/or ability required.? Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions.
- Windows 10 & 11 experience.
- Microsoft Office 365 experience.
- Knowledge?of Laptop/Printer Hardware.
- Networking and Wireless skills a plus.
- PC/Laptop build experience.
- Active?Directory and Microsoft Exchange/O365 experience.
- Desktop support tools 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.
- Good communication skills, telephone support skills, and interpersonal skills with a customer service focus.
- Ability to plan/organize time and workload.
- Ability to follow standard processes/procedures.
- IT service management system experience desired (ServiceNow experience a plus).
- Entry level position, all relevant experience considered, some PC support experience required but this can be in an educational or informal setting.
Education
BA/BS MIS or CIS (or related technical discipline) desired
Experience
0-1 years’ experience in IT Help Desk support.
Specialized Knowledge
Good troubleshooting and technical skills
Good communications skills
Additional Details (Including Physical & Mental requirements) Must be able to lift 50 lbs.
Job Tags
Work experience placement, Local area,