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Desk Side Support

Andover, MA 01810

Posted: 12/12/2022 Job Number: z5G7h3l6a1kMvyS65NP3czqz1JJ2fnVGHatUYkDyWVI= Pay Rate: N/A USD

Job Description

The Desktop Support Technician role is a technical resource that provides a single point of contact for all IT support issues. This role will work closely to resolve issues with end users, the service desk team, and their team lead.

  • Provide high level of customer service
  • Provide phone and deskside support to end users across the site
  • Utilize the SNOW ticket tracking system to categorize, prioritize and escalate issues as necessary
  • Take ownership of issue\request through resolution or escalation
  • Analyze hardware and software problems, perform trouble shooting per approved procedures, identify alternative solutions and take appropriate corrective action
  • Perform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentation 


Additional Responsibilities:
  • Maintain excellent ticket hygiene (SLA management of tickets and tasks) in ticketing tool
  • Ensure that work is carried out within agreed Service Levels. (SLA's)
  • Client on-boarding, transfers, and off-boarding efforts
  • Maintain high level of accuracy of AMDB
  • Availability during weekend and after hours as per rotational roster
  • Finish Projects (asset refresh etc) in a timely manner
  • Work on IMACDs and off hours move requests
  • Work with the team lead to make the team lead successful and be a great team player
  • Help users facing issues with Mobile Devices
  • Show urgency in helping C – suite users and provide exceptional service

  • A+ certification and CCNA preferred
  • 2+ years of experience in Microsoft Windows and network troubleshooting, web based application support, and familiarity with the entire Microsoft end user suite of products
  • Strong interpersonal skills and thoughtful and effective communicator
  • Excellent analytical and problem-solving skills
  • Excellent time management and organization skills
  • Strong written and oral communication skills
  • Strong experience and understanding of Office\O365 Experienced in working with Service-Now platform preferred but not necessary
  • Working knowledge/experience with PC Imaging Tools.
  • Working knowledge/experience with diagnosis and remote control tools.
  • Working knowledge/experience with Audio/Visual equipment used in presentation/conference rooms.
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