Desktop Support Technician

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Kforce Technology Staffing
Full Time, Perm
Competitive

Job Description

RESPONSIBILITIES:
Kforce is working with a growing financial/accounting services firm located near Randolph, MA and they are seeking a Desktop Support Technician.

Summary:
The Desktop Support Associate's primary role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests and application support. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Candidate may be required to interact with other members of the IT Team to diagnose and resolve unique problems. At times, the candidate may be asked to assist in the maintenance and testing of network, servers and/or associated equipment.

Responsibilities:
* Field incoming help requests from end users via both telephone and e-mail in a courteous manner
* Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
* Works with vendor support contacts to resolve technical problems with desktop computing equipment and software
* Utilize remote control software to remotely troubleshoot and fix user problems
* Develop user training manuals, help sheets, frequently asked questions lists and procedures for end users where applicable
* Evaluate documented resolutions and analyze trends for ways to prevent future problems
* Build rapport and elicit problem details from help desk customers
* Record, track, and document the help desk request problem-solving process
* Learn software and hardware used and supported by the organization
* Perform hands-on fixes at the desktop level, including installing and upgrading software
* After-hours and weekend on-call support required (rotation)
* On premise, Saturday support required during busy season, January 1st through April 15th (rotation)

REQUIREMENTS:
* A+ is preferred
* ITIL Foundation is preferred
* Other IT certification helpful but not required
* Expert knowledge of computer hardware
* Expert knowledge of Windows 10
* Expert knowledge of networking as it relates to the desktop support function
* Application support experience with Citrix, Group Policy and Microsoft Office/Office 365
* Application support experience with AgilLink, Caseware, WK/CCH Axcess Tax, DataFaction, Thomson GoFileRoom, QuickBooks/QBO, Xero, XCM is preferred
* Experience with VoIP is preferred
* Experience with Intune is preferred
* Strong documentation skills
* Expert knowledge with active directory including creating, maintaining, deleting users and groups
* Proficient with DNS and DHCP
* Solid understanding of corporate networks and connectivity between users and servers
* Solid understanding of wireless technologies
* Experience with information security concepts are a plus
* Experience with Accounting Firm is preferred
* Willing to work outside of normal business hours when necessary
* Ability to conduct research into a wide range of computing issues as required
* Ability to absorb and retain information quickly
* Exceptional written and oral communication skills
* Ability to present ideas in user-friendly language
* Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
* Highly self-motivated and detail oriented
* Proven analytical and problem-solving abilities
* Ability to effectively prioritize and execute tasks in a high-pressure environment
* Exceptional customer service

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.


Company Information

Kforce is a professional staffing and solutions firm specializing in the technology areas of application development, project management, business analysis, enterprise data management and infrastructure for commercial and government organizations. Kforce has been matching job seekers and employers since 1962. We are committed to having a meaningful impact on all the lives we serve and offer exciting job opportunities across the United States. Kforce specializes in providing strategic partnership in the areas of Technology and Finance & Accounting. Our staffing specialists work to understand your career goals and offer career advice in order to help you become a more marketable technology professional. Your success is our mission. Gain meaningful connections with your skills and our network.
Dice Id : kforcecx
Position Id : ITAQG1975010
Originally Posted : 3 months ago

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