Desktop Support Analyst

RAIS USA; Waltham (MA); On-site; USD 50,000 - 70,000; Full time

Job summary

A technology solutions provider in Waltham, MA, is seeking a Desktop Support Technician / Level 2 Engineer to provide exceptional customer service and technical support for IT equipment. Candidates should have experience in an IT Service Desk environment, troubleshooting both Windows and Mac systems, and handling service requests efficiently. The role requires effective communication and documentation skills. This position is 100% onsite.

Qualifications

• Experience in IT Service Desk environment.
• Experience configuring and troubleshooting Windows & Mac computers.
• Experience with Active Directory, Intune, and network troubleshooting.

Responsibilities

• Provide customer service at the service desk.
• Setup and fix IT equipment.
• Provide remote support using desktop tools.
• Assist with onboarding and offboarding processes.
• Document and resolve ServiceNow tickets.

Skills

Customer service

Attention to detail

Communication skills

Documentation skills

Team player

Troubleshooting Windows & Mac

Basic network troubleshooting

Microsoft Office applications

Tools

Active Directory

Intune

Exchange

Office 365

Microsoft Teams

Apple MacBook

Job description

Connecting good people with great opportunities!

Title: Desktop Support Technician / Level 2 Engineer (100% onsite)

Location: Waltham, MA

Office Timings: 8am to 5pm or 6am to 3pm or 9am to 6pm

Here’s What You’ll Do:

• Provide exceptional customer service at the walkup service desk to resolve incidents immediately and expedite fulfillment of requests.
• Setup and fix IT equipment at desks, conference rooms, print/copy areas, and labs.
• Provide remote support 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.
• 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 ServiceNow 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", "FAQ") and provide end user training.

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 configuring and troubleshooting Windows & Mac laptop and desktop computers.
• Experience with Active Directory, Intune, Exchange, and basic network troubleshooting.
• Experience troubleshooting Microsoft Office applications and administering Office 365 accounts.
• Microsoft Teams, Apple MacBook, and AV Support experience is a plus.
• IT experience in a Biotech GxP facility is a plus.