Desktop Technician
MA Initially Remote, Onsite After Covid
Fulltime
Responsibilities Include:
· Install hardware and peripheral components like disk drives, printers, keyboards and monitors.
· Load software packages such as networking components, operating systems and office applications.
· Customize and adapt current programs to satisfy our users’ needs.
· Coordinate with network services and information systems groups.
· Update on status to manager and users through voice mail, email and in-person communication.
· Connect users to networks and train on facilities and applications.
· Install, repair and conduct preventive maintenance of personal computer by providing technical support.
· Troubleshoot software and hardware failures and determine network problems.
· Diagnose and resolve incidents using documented procedures to perform responsibilities.
· Workaround if incident cannot be resolved.
· Configure PCs and laptops, problem ticket resolutions and track problems using Service Now system.
· Integrate and test activities by migrating applications from development to operational environment.
· Troubleshoot through phone hardware and software and engage technical resources to resolve.
· Determine and research user questions and isolate and resolve information systems problems.
· Receive and prioritize issues and forwards using escalation procedures.
· Install hardware and peripheral components like disk drives, printers, keyboards and monitors.
· Load software packages such as networking components, operating systems and office applications.
· Customize and adapt current programs to satisfy our users’ needs.
· Coordinate with network services and information systems groups.
· Update on status to manager and users through voice mail, email and in-person communication.
· Connect users to networks and train on facilities and applications.
· Install, repair and conduct preventive maintenance of personal computer by providing technical support.
· Troubleshoot software and hardware failures and determine network problems.
· Diagnose and resolve incidents using documented procedures to perform responsibilities.
· Workaround if incident cannot be resolved.
· Configure PCs and laptops, problem ticket resolutions and track problems using Service Now system.
· Integrate and test activities by migrating applications from development to operational environment.
· Troubleshoot through phone hardware and software and engage technical resources to resolve.
· Determine and research user questions and isolate and resolve information systems problems.
· Receive and prioritize issues and forwards using escalation procedures.
· Leve 2 support to address customer requests for installation, configuration, test, maintenance of hardware and software components.
· Review daily tickets from Service Now to resolve End-user issues to meet required SLAs.
· Open Service Now tickets on all End-user issues and resolve them or properly diagnose and assigned them for resolution.
· Respond to customer requests via phone and e-mail in a timely and accurate manner and open a Service Now tickets and document the problem.
· Independent, self-motivated and great soft skills to work directly on a remote site facing customers and VIP users.
· MS Teams, Exchange, other MS office products and Service Now experience are preferred.
· Work closely with remote team members to install and deliver new devices for New Hires, Refresh and loaners for broken deices.
· Troubleshoot mobile devices such as iPhone and Android type devices.
· Diagnose and resolve incidents using documented procedures to perform responsibilities.
· Update status to manager and users through voice mail, email and in-person communication, and attend weekly and other required meetings.
· Work with third party vendors and service providers to resolve issues with end user devices such as laptops, monitors and printers.