Senior Deskside Technician

We have an opening on our Workplace Technology team for a Senior Deskside Technician who is a highly committed and skilled technician who loves serving customers as much as you love supporting personal computers, applications, systems, and peripherals. The ability to multitask on a wide array of issues with employees at all levels is key to your success. If you have skills like those listed below, we want to hear from you!

The Senior Deskside Technician is a crucial role that provides technical support to end-users, handles complex incidents, and service requests, and ensures high levels of customer satisfaction. The role is responsible for resolving escalated issues that cannot be resolved at the remote Tier 1/2 level. The ideal candidate should be customer-focused, technically competent, and able to work in a fast-paced environment.

*This role is onsite (5 days a week) at our Waltham, MA office. Our Boston, MA office will need occasional support as well. The flexibility to travel to our Boston office is required.

What you'll do:

• Be laser-focused on service excellence and a Customer First mentality
• Provide PC and Mac configuration and troubleshooting support for operating systems and common applications
• Ensures all incidents are analyzed, resolved, and reported back within the established timeframes by partnering with end-users and technology groups on needs analysis and rapid ticket closure
• Keep peers and management informed of trends, significant problems, and unexpected delays. Partners effectively with other IT members in remote sites
• Provide troubleshooting and configuration support for client computers, software, and systems both on-site and remote
• Support including but not limited to Tier 1 and 2 support and troubleshooting for end-user related issues/requests, user administration, root cause analysis, and VPN end user support
• Complete assigned tickets in a timely manner in accordance with established SLAs and update asset tracking inventory in accordance with work instructions
• Provide Audio/Visual support for conference rooms and executive offices
• Stays up to date with both technical and interpersonal training to ensure sharp knowledge and skill sets

Who you are:

• 4 years of related technical support experience is required. Technical certifications such as CompTIA Security , A , Microsoft, and ITIL certifications are highly desired
• Strong customer and team focus is a must
• Must have extensive knowledge of Microsoft Windows and Apple Computer desktop operating systems, MS Office, and related desktop applications
• Experience IT ServiceDesk incident management / Ticket request tools (ServiceNow)
• Experience with Software deployment tools (Dell KACE)
• Experience with Google products for business (Gmail, Calendar, G-Suite, Drive)
• Active Directory administration, including users, computers and GPO’s
• Willingness to participate in tasks at all levels including, but not limited to desktop builds, deploys, and inventory control; user account building and maintenance; software tracking and deployment; remote user assistance; virus and malware diagnostics and cleaning, documentation, and asset tracking, hardware recycling
• Strong interpersonal and communication skills are critical to this role

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