Desktop / Lab Support Engineer

RESPONSIBILITIES:
Kforce has a client in Boston, MA that is seeking a Desktop/Lab Support Engineer.

Summary:
The successful candidate will deliver end-user support and help administer and integrate desktop computing systems in a multi-platform, multi-protocol, and multi-operating system environment. Responsibilities include active monitoring of help desk requests and rapid response to technical issues to ensure high system availability and minimal disruptions. The role requires a strong technical background, experience supporting scientific users, and the ability to collaborate effectively within a multidisciplinary research environment.

Duties:
* Provide direct user assistance for technical issues related to a multi-platform, multi-operating system desktop environment
* Maintain desktop hardware and software installations, including laboratory Windows and Mac computer networks
* Diagnose, troubleshoot, and resolve hardware, software, and system issues, including hands-on replacement of defective components as needed
* Monitor the help desk queue and coordinate with the support team and other enterprise departments to ensure high availability of research computing resources
* Facilitate and monitor regular data backups and promote safe data practices within the research community
* Plan, coordinate, and implement desktop security measures and policies to protect data, software, and hardware
* Collect and report metrics related to support volume and quality; collaborate with internal administrative teams on reporting and internal charge processes
* Create scripts to automate and streamline computer deployment and management
* Work closely with scientific staff to anticipate computing infrastructure needs and assist leadership with planning
* Evaluate vendor products and recommend desktop hardware and software solutions
* Represent the department to internal user groups
* Develop and deliver user training sessions, documentation, and training materials as needed

REQUIREMENTS:
* Bachelor's degree in Software Engineering or a related field, or equivalent professional experience
* At least 2 years of experience in a user-facing technical support role
* Extensive knowledge of macOS, Windows, and iOS operating systems and hardware
* Hands-on experience with Linux and HTML
* Experience with systems management tools such as KACE, MobileIron, and Jamf
* Experience administering data backup solutions such as CrashPlan
* Strong customer service orientation with excellent problem-solving skills and attention to detail
* Excellent analytical, organizational, and time-management abilities
* Ability to work under pressure with minimal supervision in a complex technical environment
* Demonstrated ability to work effectively within a highly collaborative technical team
* Strong interpersonal skills with the ability to interact productively with users and colleagues at varying levels of seniority and technical expertise
* Ability to communicate technical concepts clearly to both technical and non-technical audiences

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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