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Desktop Support L1

Somerville, MA, US • Posted 5 hours ago • Updated 5 hours ago

Full Time

On-site

Fitment

Dice Job Match Score™

🎯 Assessing qualifications...

Job Details

Skills

Remote Support
Physical Layer
Field Service
Software Configuration
Customer Facing
Data Migration
User Experience
Management
SLA
ProVision
Computer Hardware
Repair
Regulatory Compliance
Risk Assessment
Service Delivery
Audiovisual
AV
Disaster Recovery
SAP BASIS
FSO
Telecommunications
Wireless Communication
Nortel
Cisco
Siemens
Mitel
SOP
Collaboration
ISP
Business Analysis
Business Analytics
Computer Science
Information Systems
Customer Service
Communication
Operating Systems
Virtual Private Network
Printing
Analytical Skill
Conflict Resolution
Problem Solving
CompTIA
A+
CPU
Testing
Intellectual Property
IP
TDM
Cabling
MDF
Inventory
Technical Support
Break/Fix
Computer Networking
Microsoft Windows
OS X
Hardware Troubleshooting
Laptop
Printers
Mobile Devices
Service Desk
Incident Management
Network
Software Installation
ITIL
IMAC

Remote Support
Physical Layer
Field Service
Software Configuration
Customer Facing
Data Migration
User Experience
Management
SLA
ProVision
Computer Hardware
Repair
Regulatory Compliance
Risk Assessment
Service Delivery
Audiovisual
AV
Disaster Recovery
SAP BASIS
FSO
Telecommunications
Wireless Communication
Nortel
Cisco
Siemens
Mitel
SOP
Collaboration
ISP
Business Analysis
Business Analytics
Computer Science
Information Systems
Customer Service
Communication
Operating Systems
Virtual Private Network
Printing
Analytical Skill
Conflict Resolution
Problem Solving
CompTIA
A+
CPU
Testing
Intellectual Property
IP
TDM
Cabling
MDF
Inventory
Technical Support
Break/Fix
Computer Networking
Microsoft Windows
OS X
Hardware Troubleshooting
Laptop
Printers
Mobile Devices
Service Desk
Incident Management
Network
Software Installation
ITIL
IMAC

Summary

Minimum Experience: 1-3 Years of Field Services Technician

As an Onsite Support Technician, I have experience in service delivery and end-user hardware and software configuration troubleshooting, providing quality services to the end users, which include the following key roles and responsibilities, but is not limited to:
Provide customer-facing end-user support that includes:

Install and configure desktops, laptops, mobile devices, and associated peripherals and related software.
Perform Break Fix, Desk Side Support, IMACD's, Data Migration, Refreshes, etc.
Perform onsite updates, Configuration changes, or software installations.
Provide onsite technical assistance to end users.
Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent them.
Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. 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 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 immediate response in the event of emergency situations at local sites.
Provide On-call support if required outside business hours on a rotational basis
Provide Hand and Feet support for network data and voice devices

FSO Telecom task:

Installation of IP, wireless, analog, and Digital phones (Avaya , Nortel, Cisco, Siemens, Mitel etc.)
Configuration of phones using SOP and phones' movement.
Update the inventory of phones, peripherals, and system cards (like TDM, digital and CPU cards etc.) to network voice team.
Testing the cables using the tester for IP phone and TDM phones from patch panel to user's desk
Punching the cable for different type of panels, like patch panel or IDF or MDF for krone with krone tool and punching tool
Update the circuit inventory and vendor details for the service provider to the network voice team.
Coordination with local vendor for ISP, OEM, channel Supplier and different teams

Desired Qualifications:

BS/BA in Computer Science, Information systems, or an equivalent combination of education or

Experience:

Experience with various desktop systems, operating systems, and diverse technical environments.
Excellent customer service orientation and verbal communication skills.
Experience supporting Windows operating systems, MS Office, VPN, local and network printing, notebooks, and mobile devices.
Ability to install software for and troubleshoot a wide range of applications.
Analytical thinking and problem-solving ability.
CompTIA A+ certification or equivalent certification
Flexible for travelling to remote sites or clusters
Provide assistance for network-related issues
Should be able to lift weight up to 30 lbs at waist level
Update the inventory of phones, peripherals, and system cards( like TDM, digital and CPU cards etc.) to network voice team.
Testing the cables using the tester for IP phone and TDM phones from patch panel to user's desk
Punching the cable for different type of panels, like patch panel or IDF or MDF for krone with krone tool and punching tool
Update the circuit inventory and vendor details for the service provider to network voice team.

Mandatory Skills

Desktop/End-User Support/Break-fix/Desk-side/Basic Networking Skills/Windows, macOS, Hardware Troubleshooting (Laptops, Printers, Mobile Devices), IT Service Desk/Incident Management, Network & Compute Support, Software Installation & Upgrades, ITIL/IMAC

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 80183523
Position Id: 353371d13d6395e41a4484e92c3c1548
Posted 5 hours ago

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