Desktop / Field Support Technician

Job Title: Desktop / Field Support Technician

Job Location: Northborough, MA

Job Type: Contract

Job Overview:

Pay Range: $20hr - $24hr

• This position involves providing technical support for various desktop and mobile devices, ensuring high levels of customer satisfaction.

Requirement/Must Have:

• Ability to travel to remote locations.
• Own vehicle to drive to different locations and support end users.

Responsibilities:

• Provide deskside and technical support to desktop PCs, laptops, tablets, smartphones, desk telephony, AV equipment, and related technology.
• Ensure a high level of customer satisfaction and communicate effectively in both verbal and written formats.
• Support includes specification, installation, and testing of computer systems and peripherals.
• Perform fault diagnostics and deliver user requirements while maintaining standards and service level agreements.
• Accurately test, identify, prepare, repair, resolve, and document end user technical issues.
• Provide second line IT support to the business community.
• Work on customer tickets to ensure timely delivery of service.
• Provide infrastructure administration functions.
• Support on-site as part of a shift arrangement.
• Troubleshoot and resolve software issues, including OS imaging and associated systems administration activities.
• Take ownership of issues through to resolution.
• Categorize and prioritize end user support requests using a customer ticketing system.
• Ensure regular customer interaction to adhere to update SLAs and maintain high levels of customer service.
• Provide daily ticket updates to users.
• Move equipment associated with service requests in line with health and safety guidelines.
• Perform asset inventory activities as needed.
• Provide end user training and guidance on hardware and software usage.
• Recommend and perform upgrades to end user devices.
• Work in both business-as-usual and project-based environments requiring flexibility and teamwork.
• Perform other duties as assigned.

Skills:

• Excellent skills in user IT infrastructure including desktops, laptops, printers, and smartphones.
• Strong technical skills in Microsoft Windows 11, Office 365, Teams, Google, Service Now, and other applications.
• Administration experience of Azure, Intune, and MS Active Directory.
• Basic understanding of LAN technologies and hardware.
• Ability to support video conferencing equipment.