|Reference # :||19-17628||Title :||Service Desk Technician|
|Location :||Bedford, MA|
|Position Type :||Contract|
|Experience Level :||Start Date / End Date :||12/02/2019 / 04/15/2020|
Provide L1 Service Desk Support and Computer Imaging Support
Support and participate in the daily tasks of the Service desk ? Imaging and building new laptops and desktops across multiple OS (Windows, MacOS and Linux)
Update Asset Management Tracking systems
Develop SCCM Reports for windows patch level analysis
Additionally, support end-users by screening, diagnosing, troubleshooting and resolving complex internal or external inquiries and work requests from on-site and remote users as they relate to the set-up and maintenance of personal computers and their applications software and basic network communications. Customer service skills highly valued.
What you can look forward to:
Installs, configures, maintains and troubleshoots highly complex PC end user hardware, software and peripherals and provides their timely resolution all while executing outstanding customer service, continued communication with the end-users and managing expectations for a resolution.
Leverages relationships to coordinate activities and solutions for the best results with the least possible delay.
Provide first tier escalation support for all Service desk staff.
Ensure progress towards team goals.
Provides network access to end users, shared software and hardware.
Sets up and administers user accounts on company servers.
Coordinates and implements PC application enhancements, updates and upgrades for assigned users.
Maintains confidentiality with regard to the information being processed, stored or accessed by the users on the network.
Knowledge of Audio/Visual equipment a plus and highly desirable.(Zoom)
Management may, at its discretion, assign or reassign responsibilities to this job at any time.
May procure desktop hardware and software based on company set standards. May participate in the evaluation, selection and negotiations with PC and applications suppliers.
Passion for building and troubleshooting end-point devices
Passion for providing superb customer service.
Proficiency in end user PC operating systems, applications and hardware capabilities: Microsoft Office, Visio, Project (2007/2010), Windows 10, Linux and Mac platforms.
Demonstrated working knowledge of the business supported and the applications and technologies serviced by the team and the Service Desk Group (Active Directory and Office 365)
Must be able to work creatively, calmly, flexibly and under tight deadlines in order to respond quickly and positively to shifting/multiple demands and opportunities
Ability to clearly communicate in English with users, co-workers, application developers and IT personnel both verbally and in writing
A self-starter who is a team player and can multi-task.
While experience and technical know-how are important to the position we also value a number of intangible qualities and attributes that one could bring to the position. In fact, these soft skills will likely carry a very heavy grade in deciding upon the right candidate for the role. Some of these are:
Strong customer service skills
Strong work ethic
Attention to detail
Professional appearance and presentation
Calm, courteous and friendly demeanor
Approachable and not at all cynical towards those who may be less technical
Own all issues. Everything should be your problem to one extent or another. Try to help in any way you can using a reasonable effort even if unfamiliar with the technology
Anticipate problems before they become problems and have a solution ready
Embrace the "service desk "model: Proactive and service friendly rather than reactive and discouraging of interaction.
Take conversations with other IT and department managers seriously and consider who you are talking to.
Be as professional as possible while still keeping within your own personality and the culture of the company.