Deskside IT Support Specialist — Fast, Hands-On Help

TechClub Inc; Wilmington (MA); In loco; USD 42.000 - 56.000; Tempo pieno

Descrizione del lavoro

TechClub Inc. seeks a Deskside Support specialist to provide responsive IT support to end users in Wilmington, MA. You will diagnose straightforward issues, install hardware/software, and maintain accurate records in ServiceNow while collaborating with cross-functional teams.

The role involves assisting with training, participating in executive meetings, and ensuring secure disposal of equipment according to policy. Onsite support in MA is expected.

Competenze

• Analytical thinking to perform defined activities.
• Technical knowledge for IT support tasks.
• Clear communication with end users and team members.
• Ability to collaborate with related teams and escalate when needed.
• Strong problem-solving to resolve straightforward issues.

Mansioni

• Provides responsive IT support to end users through phone, email, chat, approved remote-support tools, and face-to-face interactions.
• Diagnoses and resolves defined, straightforward issues involving computers, peripherals, printers, telephony devices, operating systems, cybersecurity applications, web browsers, Microsoft 365 applications and add-ins, VPN client software, Software Center applications, and other supported business applications.
• Uses established procedures, proven troubleshooting methods, and KB to understand issues, select solutions, validate results, and document work.
• Follows KB articles and procedures; identifies outdated information and contributes updates.
• Documents incidents, service requests, tasks, asset transactions in ServiceNow and other tools.
• Performs standard hardware/software installations, moves, adds, changes, upgrades, deployments using approved processes.
• Maintains inventory records in ServiceNow Asset Management.
• Manages emergency loaner laptops per procedures.
• Identifies recurring issues and communicates trends for investigation.
• Collaborates with related technical teams and follows escalation procedures for unresolved issues.
• Contributes technical updates to collaboration platforms like Teams, Viva Engage, Yammer, SharePoint.
• Supports onsite, offshore, and virtual meetings and events under procedures.
• Assists with demonstrations, orientations, and employee training.
• Supports eBar activities following setup and troubleshooting procedures.
• Assists with secure disposal of equipment through approved vendors and processes.
• Builds quality into all work per quality requirements and cybersecurity controls.
• Performs other duties as directed by IT leadership.

Conoscenze

Analytical skills

Technical knowledge

Communication

Team collaboration

Problem Solving

Descrizione del lavoro

TechClub Inc. seeks a Deskside Support specialist to provide responsive IT support to end users in Wilmington, MA. You will diagnose straightforward issues, install hardware/software, and maintain accurate records in ServiceNow while collaborating with cross-functional teams.

The role involves assisting with training, participating in executive meetings, and ensuring secure disposal of equipment according to policy. Onsite support in MA is expected.