Desktop Support
- Category: Technical support
- Deadline: 01st November 20222022-11-01T00:00:00-0700
- Massachusetts
Vacancy expired!
Description: RESPONSIBILITIES: Work with the Service Desk, other PC Technicians and Senior Technicians to understand PC support needs. Resolve calls that have been escalated in the Call Tracking system; assume primary responsibility for client s PC support; provide hands-on and remote controlled PC support services; provide expertise on support services when requested by peers and clients. May be required to reload base images on PC s; Lead/participate in Hardware & Software deployments; Follow Hardware and Software procurement usage guidelines; management of printing problems and network printers. Responsible for all work in progress assigned to ensure completion of tasks and proper communications with clients; reconcile client demand for services with available resources; record all support activities for proper measurement of work performed. COMPETENCIES:
- Must enjoy solving a wide variety of problems on a continual basis. Skills and experiences with the use of technology in a business environment, including exposure to Service Desk Support, data networks, and application environments.
- Experience with customer service functions in PC support; demonstrated exceptional organizational skills; familiarity with Windows operating system; ability to ascertain the criticality of incoming requests; fundamental understanding of Outlook and Office Applications.
- Ability to translate technical terms into non-technical language; understanding of computer terms and acronyms; Must be able to follow departmental processes and procedures, ability to follow and document resolutions using Knowledge Management tools.
- Associates Degree in Computer Science or related discipline: at least two but typically four or more years of experience in computer support.
- Excellent customer service, interpersonal, organizational and communication skills; ability to work in a fast paced changing environment
- Solid Win7 and Win10 Understanding
- Service Now Ticketing System experience
- System Refresh experience
- VTC and O365 experience (Teams/OneDrive)
- Mac, Printer and Mobile Device Support (iPhone/iPad) experience
- 4 yrs. Experience
- Certificates or degree in field a must