What are the responsibilities and job description for the Desktop L2 support position at RAIS USA?
Title: Desktop Support Technician / Level 2 Engineer (100% onsite)
Location: Waltham, MA
Office Timings: 8am to 5pm or 6am to 3pm or 9am to 6pm
Here’s What You’ll Do:
- Provide exceptional customer service at the walkup service desk to resolve incidents immediately and expedite fulfillment of requests.
- Setup and fix IT equipment at desks, conference rooms, print/copy areas, and labs.
- Provide remote support over the phone using remote desktop tools.
- Assist employees with installation, configuration, and troubleshooting of computer hardware – laptops, desktops, peripherals, printers, mobile devices, and conference room technology.
- Install and support desktop software for corporate laptops and lab computers.
- Assist with the onboarding and offboarding process. Provision/deprovision user accounts and application access. Create and maintain laptop images.
- Create and administer email, web applications, and file systems.
- Document and resolve all ServiceNow tickets in a timely manner, adhering to established SLAs.
- Manage and meticulously document employee hardware and software license usage.
- Maintain passwords, data integrity, and file system security for the computing environment.
- Interact with vendor support to resolve technical problems with hardware and/or software.
- Support in the testing and deployment of new applications and systems.
- Create and maintain internal IT knowledge base articles to document procedures.
- Create end user documentation (“How To”, “FAQ”) and provide end user training.
Requirements:
- Excellent customer service, attention to detail, communication and documentation skills.
- Must be a team player and willing to work “outside the box” to get things done as needed.
- Experience working in an IT Service Desk environment.
- Experience configuring and troubleshooting Windows & Mac laptop and desktop computers.
- Experience with Active Directory, Intune, Exchange, and basic network troubleshooting.
- Experience troubleshooting Microsoft Office applications and administering Office 365 accounts.
- Microsoft Teams, Apple MacBook, and AV Support experience is a plus.
- IT experience in a Biotech GxP facility is a plus.
- Bachelors/Associate degree or equivalent experience.