What are the responsibilities and job description for the Deskside Support position at Five Rivers IT Inc.?
The two office locations are:
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- 201 Washington St, Boston MA 02108
- 888 Boylston St, Boston MA 02199
- Monitoring a problem tracking & ticketing application to help respond, track, update and resolve support requests in a timely manner
- Provide support for network and server infrastructure, laptops, desktops, mobile devices, printers, phones, network-connected devices, and peripherals
- Developing, maintaining, and continuously improving client and internal documentation
- Provisioning, configuring, and tracking of IT assets (infrastructure, workstations, phones, peripherals, supplies, etc.);
- Coordinating with the other support teams as it pertains to escalations, problem-tracking, volumes, support assignments, and the overall harmonized management and support of all IT needs
- Actively contributing to team by working collaboratively, identifying opportunities to improve user satisfaction, and contributing to ITS knowledge base
- Supporting and enforcing firm-wide the policies and procedures of the IT program
- Setting up and troubleshooting videoconferencing and other audio-visual tools used by employees
- Assisting users with troubleshooting and routine maintenance of cloud- and software-based applications used in the rendering of financial advisory services, including coordinating with the third-party technology partners’ support teams when necessary (e.g., financial planning tool; portfolio management and trading tool; CRM); and
- Participating in other technology-focused initiatives of the company
- Excellent customer service skills
- Ability to take direction, work independently and a willingness to escalate issues when necessary
- Notable attention to detail, self-initiated follow-through, and outstanding time management and organizational skills; and
- Ability to work in a fast-paced environment and to juggle multiple and competing tasks and demands
- An understanding of Windows Server and Desktop background with a broad range of technical knowledge and creative troubleshooting skills
- Diagnose and troubleshoot technical issues, including account setup and application issues
- Experience troubleshooting network connectivity and other data communications
- Experience configuring email/calendar and networking on mobile devices
- Understanding of computer security best practices for protecting user information and data
- Experience with Antivirus software and other security procedures
- Assisting with projects related to software and hardware efficiencies
- Actively contributes to team by working collaboratively, identifying opportunities to improve customer satisfaction, and contributing to ITS knowledge base
- Desktop Operating Systems
- Exchange / Office365
- Remote Access
- Active Directory / Group Policies
- Cloud Hosting Concepts
- Routers, Switches & Wireless
- Virtual Private Networks
- Networking - TCP/IP routing & subnets
- Local and network printing
- DHCP / DNS
- Virus / Malware removal
- Backups
- Mobile Devices
- Hardware / Software upgrades
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