Sr. Desktop Support (Rotational Shift)

Sr. Desktop Support (Rotational Shift)

Boston, MA (133 Brookline Ave -02215)

Contract or Fulltime

Job Description:

Core Skills:

• Desktop Support: Desktop troubleshooting, end-user support, incident management, IT operations support.
• Windows & Microsoft Technologies: Windows OS, Microsoft Office, Exchange, Active Directory, imaging.
• Hardware Support: HP hardware, PC hardware, peripherals, hardware installation, device replacement.
• Remote Support Technologies: VPN, Citrix, remote user support, work-from-home support.
• ITSM & Ticketing: ServiceNow, ticket management, escalation handling, service request fulfillment.
• Asset Management: IT asset tracking, inventory management, device shipping/returns, equipment lifecycle management.
• Deployment & Rollouts: Desktop refresh, software deployment, new product rollouts, department moves/buildouts.
• Troubleshooting & Analysis: Root cause analysis, issue resolution, system diagnostics, technical problem-solving.
• User Support & Communication: User onboarding, technical guidance, customer support, training and mentoring.
• Operational Support: Multi-site support, clinical IT support, production readiness, time/resource management.

Key Responsibilities:

• Provide onsite and remote desktop support for clinical and enterprise users.
• Troubleshoot hardware, software, OS, application, VPN, Citrix, and connectivity issues.
• Manage ServiceNow incidents, escalations, and service requests.
• Support onboarding, device setup, imaging, installations, and user assistance.
• Handle IT asset management, equipment shipping, inventory, and refresh activities.
• Support desktop rollout projects, department moves, and infrastructure changes.
• Maintain operational readiness for clinical environments and remote staff.
• Provide mentoring, training, and technical guidance to desktop support teams.
• Analyze and resolve complex technical issues across enterprise systems.