Help Desk Support Technician

One of our HealthCare clients in Boston, is urgently looking for a Help Desk Support Technician.

Duration: 6-12 months (extension up to 2 years)

Hourly: $30/hr. (W2) | $35/hr. (C2C)

Must Have:

Should have at least 5 years of experience with the following:

• Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
• Hands-on experience with imaging and configuring laptops and desktops
• Expertise in providing support to O365 including Active Directory
• Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
• Support for the Mobility devices
• Experience with Ticketing system - ideally with ServiceNow

Responsibilities:

• Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance
• Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• Perform managed print service invoicing/meter read/polling report verification
• Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
• Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis