firstPRO is now accepting resumes for a Desktop Support Technician in Boston, MA. This is a contract to hire role and onsite.
The primary goal of the Desktop Support Technician is to provide technical support to users of PCs and related end-user technologies through the company’s ticketing system as well as in-person support. The candidate facilitates the Desktop Support team to identify, resolve, and prevent the reoccurrence of problems. The ideal candidate must be articulate, possess strong technical troubleshooting abilities, demonstrates ownership and information retention abilities, and the ability to work independently, quickly and effectively to solve technical problems with hardware/software. In addition, the candidate provides an exemplary “white glove” level of customer service to internal clients.
Some of the day-to-day responsibilities of this role include:
- Assist users with technical issues related to peripheral devices (docking station, keyboard, mouse, monitors, laptop, etc.) including hardware replacement
- Monitor and respond to helpdesk tickets
- Perform the employee onboarding processes including training end users, imaging laptops, and deploying hardware
- Assist in the use of enterprise imaging, software deployment tools, and data migration for end user computing needs
- Manage support calls for printer break/fix services
- Support and distribute company-owned mobile devices
- Communicate and coordinate regularly with Director of IT Infrastructure and Operations, as well as the Manager of Helpdesk
- Participate in on-call rotation for emergency support phone queue
- Assist in supporting the company's security posture
- Work with IT teams to acquire service level performance metrics for all desktop system and related infrastructure elements
THE CANDIDATE
- BSc in IS, CS, or equivalent experience; will consider experience in lieu of a degree; A+, MCP or other equivalent certification is a plus
- Minimum five (5) years of experience in a desktop support and end-user support role
- Windows 10/11 Pro support
- Desktop and hardware configurations, including Thunderbolt docking solutions
- Apple iOS device support
- LAN-based imaging
- Support end user VPN connectivity issues
