Desktop Support Technician - Waltham, MA - Fulltime

Title: Desktop Support Technician / Level 2 Engineer (100% onsite)

Location: Waltham, MA (Boston)- Onsite

Duration: Fulltime 

Here’s What You’ll Do:

•            Provide exceptional customer service at the walkup service desk to resolve incidents immediately and expedite fulfillment of requests.

•            Setup and fix IT equipment at desks, conference rooms, print/copy areas, and labs.

•            Provide remote support over the phone using remote desktop tools.

•            Assist employees with installation, configuration, and troubleshooting of computer hardware – laptops, desktops, peripherals, printers, mobile devices, and conference room technology.

•            Install and support desktop software for corporate laptops and lab computers.

•            Assist with the onboarding and offboarding process. Provision/deprovision user accounts and application access. Create and maintain laptop images.

•            Create and administer email, web applications, and file systems.

•            Document and resolve all ServiceNow tickets in a timely manner, adhering to established SLAs.

•            Manage and meticulously document employee hardware and software license usage.

•            Maintain passwords, data integrity, and file system security for the computing environment.

•            Interact with vendor support to resolve technical problems with hardware and/or software.

•            Support in the testing and deployment of new applications and systems.

•            Create and maintain internal IT knowledge base articles to document procedures.

•            Create end user documentation (“How To”, “FAQ”) and provide end user training.

Requirements:

•            Excellent customer service, attention to detail, communication and documentation skills.

•            Must be a team player and willing to work “outside the box” to get things done as needed.

•            Experience working in an IT Service Desk environment.

•            Experience configuring and troubleshooting Windows & Mac laptop and desktop computers.

•            Experience with Active Directory, Intune, Exchange, and basic network troubleshooting.

•            Experience troubleshooting Microsoft Office applications and administering Office 365 accounts.

•            Microsoft Teams, Apple MacBook, and AV Support experience is a plus.

•            IT experience in a Biotech GxP facility is a plus.

•            Bachelors/Associate degree or equivalent experience.

Best Regards,

Vishal

Truth Lies in  Heart