2nd-Shift IT Desktop Support Technician

Kraft Kennedy; Massachusetts; On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

401k with company match

Phone reimbursement

Holidays/vacation/sick days

Training on latest technologies

Job summary

Kraft Kennedy’s Support Practice Group is seeking a Desktop Support Technician for a 2nd shift. The role will provide remote and on-site help to a nationwide client base, primarily in the evenings, with strong emphasis on customer service and technical troubleshooting.

Based in Massachusetts, you will collaborate with senior staff and engineers, perform RCA on complex issues, and contribute to ongoing IT projects within a collaborative team. Competitive salary and benefits offered.

Qualifications

• Bachelor’s Degree in IT or related field or a minimum of 3 years of related work experience in lieu of a degree.
• Strong customer service and communication skills.
• Very organized and detail oriented, with a high degree of accuracy and follow up.
• Strong problem solving and technical troubleshooting skills.
• Experience supporting environments with Windows Server and Exchange infrastructure is preferred.
• Experience with server and network administration, software deployment and MS Office. Document management experience preferred but not mandatory.
• Some combined industry experience with Windows desktops.
• Virtualization and storage experience strongly preferred.
• MCSE and/or related technical certifications are strongly preferred.

Responsibilities

• Provide remote support to our geographically diverse nationwide clients using industry standard remote connections, internal ticketing system, monitoring consoles and more.
• Provide on-site assistance to clients on an as needed basis.
• Assist both client end users and IT staff with a broad range of computer application problems, server issues, virtualization, SAN, networking issues, security issues and more.
• Escalate issues and interact closely with third-party vendors and other team members helping manage the resolution of complex client issues.
• Initiate and perform Root Cause Analysis (RCA) on more complex client issues for one-time resolution.
• Contribute to special internal facing projects, as assigned, to facilitate the growth of the Support Practice Group.
• Provide regional local on-site client support, as necessary.

Skills

Customer service

Communication

Organization

Problem solving

Troubleshooting

Windows Server/Exchange

Server Administration

Network Administration

Microsoft Office/Deployment

Virtualization/Storage

MCSE Certification

Education

Bachelor's degree in IT or related field

Tools

Windows Server

Exchange

Microsoft Office

Document management systems

Job description

Kraft Kennedy’s Support Practice Group is seeking a Desktop Support Technician for a 2nd shift. The role will provide remote and on-site help to a nationwide client base, primarily in the evenings, with strong emphasis on customer service and technical troubleshooting.

Based in Massachusetts, you will collaborate with senior staff and engineers, perform RCA on complex issues, and contribute to ongoing IT projects within a collaborative team. Competitive salary and benefits offered.