L2 Desktop Support Technician - Waltham MA (Onsite) (Only)

Position: L2 Desktop Support Technician

Duration: Full time

Location: Waltham , MA

55k base

Role: Tier 2 Technical Support - Desktop & Lab support (100% onsite)

Responsibilities:

Experience - 1 to 2 years in Desktop Support.

Provide exceptional customer service at employees' desks, in the labs, and remotely over the phone using remote desktop tools.

Assist employees with installation, configuration, and troubleshooting of computer hardware laptops, desktops, peripherals, printers, mobile devices, and conference room technology.

Install and support desktop software for corporate laptops and lab computers.

Setup IT equipment at employees' desks, in the labs, and in conference rooms.

Assist with the onboarding and offboarding process. Provision/deprovision user accounts and application access. Create and maintain laptop images.

Create and administer email, web applications, and file systems.

Document and resolve all tickets in a timely manner, adhering to established SLAs.

Manage and meticulously document employee hardware and software license usage.

Maintain passwords, data integrity, and file system security for the computing environment.

Interact with vendor support to resolve technical problems with hardware and/or software.

Support in the testing and deployment of new applications and systems.

Create and maintain internal IT knowledge base articles to document procedures.

Create end user documentation, ("How To's", "FAQs") and provide end user training.

Skillset Requirements:

Excellent customer service, attention to detail, communication, and documentation skills.

Must be a team player and willing to work "outside the box" to get things done as needed.

Experience working in an IT Service Desk environment.

Experience with Windows 10, Windows Server, Active Directory, Intune, and Exchange.

Experience troubleshooting Microsoft Office applications and administering Office 365 accounts.

Experience configuring and troubleshooting laptop and desktop computers.

Understanding of TCP/IP and basic networking skills.

Cisco Webex, Microsoft Teams, or Apple Mac support experience is a plus.

IT experience in a Biotech GxP facility is a plus.

Bachelors/Associate degree or equivalent experience.

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