Contractor- IT Helpdesk Support Specialist

NETSCOUT SYSTEMS, INC. (NASDAQ: NTCT) is a market and technology leader of real-time service assurance and cybersecurity solutions for today’s most demanding service provider, enterprise, and government networks. By providing "visibility without borders," NETSCOUT helps assure digital business services against disruptions in availability, performance, and security, through its patented smart data technology. Headquartered in Westford, Massachusetts, NETSCOUT has approximately 2,300 employees with offices across the globe. NETSCOUT serves the Global 5000 enterprise community as well as government agencies and telecommunications service providers.

Position Summary: This role will provide day to day “first touch” phone and walk-up IT support for hardware, software and networking inquiries coming from 2300 global employees

Essential Duties and Responsibilities:

• First point of contact for all IT issues, quickly responding to requests 
• Follows scripted IT handling/engagement procedures 
• Triages and categorizes incidents and requests, ensuring all tickets are properly documented and assigned 
• Uses remote support tools to further diagnose and troubleshoot issues at remote locations 
• Routes issues not resolved on initial contact to the correct team for resolution 
• Partners with ITCS Enablement Team and others in IT to ensure proper handoffs and follow through 
• Educates end users on self-service support tools and best practices 
• Assists in documentation of troubleshooting procedures that can be shared in the knowledge base 
• Assists in identification of trends in incidents, recommending review of recurring issues 
• Services supported include hardware (desktops/laptops, mobile devices, printers, file shares), video-conferencing, WAN and VPN networks and phones, business applications, Active Directory administration, and collaboration tools such as Office365 and email.

Experience Requirements:

• Has a minimum of 1 plus years of IT helpdesk experience 
• Experience in the support of the Microsoft and Macintosh based equipment 
• Strong interpersonal skills with a passion for customer service 

Physical Requirements: 

• Able to lift computer hardware, ranging from 0-50lbs

Additional Information:
The people behind our products are responsible for our company's success, and we take your career ambitions seriously. At NETSCOUT you'll enjoy a competitive compensation plus a benefits package working alongside some fantastic people who generally care.

Our Recruitment process is designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique.

NETSCOUT Systems, Inc. is an EEO/Affirmative Action Employer.

Location: Westford, MA

6-9 month contract position