TITLE: User Support Technician

LOCATION: Marlborough Campus, MA - SHIFT HOURS: 8am-5pm – ONSITE/No remote

DURATION: 6 months

REQUIRED:

*EDUCATION: HS Diploma

*Helpdesk experience is a must

Responsibilities

• IT Help Desk support (On rotating basis with some after-hours coverage)

o Answer help desk phone calls

o Route help desk tickets to appropriate technicians or support groups

o Provide on the spot troubleshooting as time allows

o Provide walk up support

• Provide local support for the following systems (installation, upgrades, troubleshooting):

o PC/Laptop Hardware and Software

o Network Peripherals, Printers, Copiers

o Telephone System

o Enterprise/Business Applications

o Mobile devices

o Audio/Visual

• Maintain loaner laptops

• Hardware procurement, inventory, disposal support

• Account Management advanced support

Qualifications

• Windows 10 & 11 experience

• Microsoft Office 365 experience

• Working knowledge of Laptop/Desktop/Printer Hardware

• General Networking and Wireless skills

• PC/Laptop build and Imaging experience

• Active Directory and Microsoft Exchange/O365 experience

• Desktop support tools working knowledge

• Anti-Virus, Malware, Spam and other security remediation experience

• Ability to triage, troubleshoot, and resolve moderately complex PC/Network problems quickly and accurately; engage vendors as needed

• Ability to be an active participant and contributor on a professional IT Support Team

• Exceptional communication skills, telephone support skills, and interpersonal skills with a customer service focus

• Ability to plan/organize time and workload

• Ability to prioritize and escalate based on problem/issue severity

• Ability to follow standard process/procedures

• IT service management system experience required (ServiceNow experience a plus)

• MacOS experience desired

• Documentation and Knowledge base experience desired

• Ability to work assignments that are moderately complex in nature where judgement is required in resolving problems and making routine recommendations

• Mid-level position, all relevant experience considered, PC support experience required