Description : High Level :

High Level :

Provide daily onsite IT support at the Walpole, MA site. (5 days a week onsite, 8 hours per day M-F)

Qualified candidate will be responsible for daily IT support of PCs (Laptop and Desktop), basic network troubleshooting, and specific manufacturing facility IT device support such as servers, phones, printers, and handheld scanners, etc.

Candidate will need to be physically able to walkaround the large facility on a daily basis for spot checks / rounds and device troubleshooting.

Candidate will need superior customer service skills and able to interact with a wide range of users with varying IT skill levels.

Specifics :

Intake and resolution of Level 1 / 2 IT issues through a shared and remote support follow the sun model

Complex IT problem solving and investigation of recurring IT issues

Resolving on premise IT issues that may arise or be dispatched to your local location

Staying up to date on the latest IT service offerings, active migration projects, and technical resolutions affecting our user base

Escalating any unresolved issues and / or Major Incidents to the Site Management EUE team

You have excellent communication skills (written, verbal) focused on translation of IT technical resolutions to end user business language

L1 / L2 deep technical problem-solving capability in many facets of Information Technology

Mid-Level Experience with End User Computing, Datacenter Technologies, and Networking

You work effectively in global, multi-cultural teams

Solid professional judgment and ability to escalate unresolved issues to appropriate management in a timely fashion

Minimum of 3-5 years of experience with IT Deskside Support and / or IT Systems Analyst role(s)

Technical

Win10 / Win11 Client expertise with Office 365 in an Enterprise environment

Network diagnostics and troubleshooting capability including VLAN knowledge

Mobile Device troubleshooting and configuration (Android and IOS)

Manufacturing facility devices (label printer, handheld WIFI devices, and instruments)

Intune / Azure AD experience

Identity management including multifactor authentication setup

PC migration, application installation, and data copy

Service NOW incident and request management

Last updated : 2024-05-06