Desktop Support Technician

Greetings from ITC Infotech!

Role - Desktop Support Technician

Location - Waltham, MA

Start Date: Immediate

Job description:

• Perform Service Desk tasks according to Standard Operating Procedures (SOPs).
• Manage Service Delivery for primary (assigned) site, and also other regional sites within immediate Team.
• Identify and deliver computer hardware, software and miscellaneous services meeting the defined Service Level Agreements (SLAs).
• Accurately document instances of hardware failure, repair, installation, and removal in the ITIL Service Desk system.
• Perform tasks related to Service Desk support in acquisition integrations
• Administer and support current Anti-virus and Tanium software implementations to ensure the security of client systems. Monitor desktops for patching and anti-virus compliance.
• Maintain the Configuration Management Data Base (CMDB) within the Service Desk system ensuring accurate IT inventory documentation.
• Performs activities related to the operations and monitoring of the IT environment. Including on-site support at shopfloor and field services.
• Maintain the Configuration Management Data Base (CMDB) within the Service Desk system ensuring accurate IT inventory documentation, IT stock management.
• Perform timely activities related to the PC lifecycle: Install, Move, Add, Change, Refresh, Stock, Dispose.
• Implement, configure, troubleshoot and maintain network printer/scanner MFD.
• Implement, configure, troubleshoot and maintain desktop Teams and mobile phones.
• Resolve backlog for incidents & SRs, report progress to end users and track root cause analysis.
• Obtain approval and purchase hardware and software as required or requested.
• Perform the VIP support on site when requested.
• Under direct supervision, performs standard tasks using established methods, principles, concepts and procedures related to Service Desk activities.
• Under some supervision, performs varied tasks and assignments involving judgment and some freedom to act.
• Resolves questions or problems, referring only complex issues to higher level. Some evaluation, originality and ingenuity are required. Will participate in projects that are large scale deployments of client support level software or hardware.
• Identify needs for end user training / tutorials and deliver them.
• Perform other duties as assigned by the Service Delivery Management Teams.

Other Qualifications & Experience:

• Minimum 3 years of experience in related IT roles
• Windows 7/10/11 user and administrator knowledge/experience (Proven MS Certifications\trainings)
• Proven TCP/IP and networking knowledge and work experience (ICND1)
• PC Desktop/Laptop hardware knowledge at professional level
• Audio/Video equipment support experience
• Proven English language knowledge working level both oral and written (intermediate level minimum)
• Able to read and understand technical manuals, standard operating procedures, and OEM guides.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.

Education Qualification:

• Bachelor s degree or country equivalent in a relevant discipline or commensurate combination of relevant experience and certifications

ITC Infotech is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. ITC infotech is committed to providing veteran employment opportunities to our service men and women.