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Senior Desktop Support Engineer

Harvard Partners Trusted IT Advisors
Boston, MA Full Time
POSTED ON 1/20/2025
AVAILABLE BEFORE 4/18/2025

As the Sr. Desktop Support Engineer, you will be responsible for the following :

Responsibilities :

  • Quickly and professionally respond to technical support requests.
  • Provide primary support for business technologies including laptops, mobile devices, Microsoft O365, printers, network and wireless connectivity, and video conferencing.
  • Coordinate with the managed service provider for escalated support.
  • Primary liaison with the managed service provider to ensure high quality support.
  • Document, track, and monitor progress on issues to ensure timely resolution on current tickets and to reduce / eliminate future incidents.
  • Develop and manage the staff on / offboarding processes.
  • Conduct IT orientation, training, and onboarding for new hires.
  • Develop and maintain a standard laptop build and deployment process.
  • Provide on-site support for alerts and tickets generated by the managed service provider.
  • Maintain an asset inventory of all technology equipment and accessories.
  • Manage and support all mobile devices accessing resources.
  • Provide support for video conference systems and services.
  • Investigate and propose new technologies and techniques for both hardware and software to improve customer efficiency, security, and productivity.
  • Perform monthly issue and ticket reviews with the managed service provider.
  • Participate in 24 / 7 support and extended support hours when necessary.

Qualifications :

  • 5 years of experience providing technical support.
  • Proficient in Microsoft technologies including Windows 11 and Office 365 applications.
  • Possess and maintain a service-oriented philosophy.
  • Good organization, communication, collaboration, and problem-solving skills.
  • Ability to quickly learn and understand the business functions and needs.
  • Knowledge with MAC OS, iOS, Android, and mobile technologies.
  • Knowledge of Intune to manage laptops and mobile devices is preferred.
  • Ability to work independently without intensive oversight – must be a go-getter and take initiative on a regular basis finding ways to avoid problems proactively rather than just fixing them after the fact.
  • Emphasis on sharing of knowledge through good communications, peer training and written documentation.
  • Strong inter-personal skills.
  • Bachelor's Degree and / or other intermediate / advanced Microsoft Certifications preferred.

    • About Harvard Partners Trusted IT Advisors :

    Harvard Partners is a management consulting firm focused on helping companies more effectively leverage their IT investment. We engage with the C-Suite and Technology Team to help them better understand their IT infrastructure and process in order to align the technology strategy and organization to reach the firm’s strategic business goals.Some of our practices include :

  • Program / Project Management and "PMO as a Service"​
  • IT Assessments
  • Business Continuity / Disaster Recovery
  • Optimized Infrastructure
  • Concierge Managed Services
  • Data Center Strategy, Transformation, and Migration
  • Cloud Management Programs
  • Security Assessments and Remediation
  • Staffing, technical & tacticalWorking with the client’s staff, vendors, and consultants, we deliver supportive and collaborative engagements where direct dialog, simplified reporting, productive meetings, and clear responsibility and accountability encourage active participation resulting in consensus-based business outcomes.

    • Salary : $80,000 - $100,000

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