Desktop Support Technician L2

Job Title: Desktop Support Technician L2

Location: Boston, MA

Duration: 12+ months contract

Note: L2 Desktop Support Technician

who has prior experience in desktop support, including troubleshooting support for MAC & Windows.

Primary Responsibilities:

• Monitor computer hardware performance and diagnose system issues
• Upgrade computers through the addition of new hardware, such as additional RAM or a new disk drive
• Replace worn or defective parts and clean computer hardware according manufacturers specifications
• Perform testing of equipment that has been repaired, prior to returning the equipment to the user
• Set up new configurations for computers including OS image deployment
• Install, configure, and upgrade software applications including rollout project
• Troubleshoot and resolve software application and OS related problems
• Track and route problems and requests tickets while thoroughly documenting actions and resolutions
• Serve as escalation point of contact, identify, prioritize, and further escalate situations requiring urgent attention
• Perform system health check and mitigation to meet software and security standards including encryption, patching, and backup

Knowledge and Skill Requirements:

• Extensive experience of supporting Office 365
• Preferred Certification: Dell, HP, Apple

Key Competencies:

• Core Client Hardware and Software Environment to include (but not limited to) - Lenovo Think pad laptops, MAC Books, MAC OS, Microsoft Windows 10 OS, Microsoft Office 365 / 2011/ 2016, Crash plan, McAfee AV / ePO, Cisco AnyConnect VPN, Adobe Suite, Ping ID, SCCM, Casper
• Advanced technical skills in installation and troubleshooting of relevant software and hardware
• Knowledge and experience of customer IT service delivery, ticketing, and knowledge-based systems
• A+ certification or equivalent years of experience
• Positive attitude and collaborative approach in working within a team environment
• Ability to lead coordination efforts and manage workload efficiencies
• Strong customer service skills
• Strong oral and written communications
• Ability to learn and adapt quickly to changes
• Critical thinking and analytical capabilities in troubleshooting and problem solving
• Planning, organizing and prioritizing skills
• Attention to detail
• Ability to be flexible and handle stressful situations at times

Vimal Charan

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