Desktop Support Contract Role- On-site

Stone Search, LLC; Boston (MA); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading IT services firm in Boston, Massachusetts, is seeking a skilled technical support specialist for contract employment. This role involves providing timely assistance to clients, maintaining software standards, and managing hardware issues. The ideal candidate has at least 3 years of experience in IT support, advanced skills in Microsoft systems and networking, and the ability to promote new technologies. This position may require occasional travel and will require impeccable work ethics.

Qualifications

• 3+ years of experience providing direct support in business solutions, hardware, and networking.
• 3+ years of experience in LAN, WAN, and network systems support and management.
• 3+ years of experience configuring, installing, and maintaining client PC operating systems.

Responsibilities

• Serve as a technical resource for timely assistance and high-quality support.
• Install and maintain computer software standards.
• Facilitate meetings using technology tools.

Skills

Advanced proficiency in Microsoft Operating Systems

Advanced proficiency in Microsoft Office Suite

Advanced proficiency in Service Now

Advanced proficiency in MS Teams

Advanced to expert knowledge of remote access architectures

Advanced to expert knowledge of mobile technologies

Advanced to expert proficiency in networking technologies

Advanced proficiency with data security

Advanced proficiency in project management

Advanced knowledge of customer service principles

Education

Associate’s degree

Bachelor’s degree

Tools

Citrix

VPN

Job description

Responsibilities

• Serve as an effective technical resource to customers who contact them directly for timely assistance and high-quality solutions and support, as well as for escalations requiring software and hardware requests; Promote new technologies;


• Facilitate and support meeting technology events and tools including video conferences, presentations, client meetings and special events;


• Collaborate with Firm-wide departments to ensure proper and accurate scheduling and execution of meetings and events;


• Answer incoming first level support calls/emails as well as provide on-site support to firm end users at the local office;


• Install and maintain computer software standards in accordance with departmental requirements and procedures;


• Work across IT teams to achieve timely escalation and closure of software and hardware issues;


• Maintain the operational availability of office computers and printers;


• Maintain asset management system to ensure the accuracy and currency of Firm assets;


• Use Firm call tracking technology, in conjunction with departmental best practices, to create, update, elevate, and close tickets recording the life-cycle of a services request;


• Practice call ownership by acting as a liaison with Firm-side IT groups and customer keeping them apprised of service request status until request is resolved to customer’s satisfaction;


• Participate in IT initiatives, projects, and deployments; promotes effective training and user acceptance of Firm software;


• Support mobile device technologies; Promote and support remote access tools and best practices;


• Facilitate the handling of planned service events such as monthly network maintenance, or unplanned network disruptions/critical outages requiring effective coordination and reporting to responsible IT groups (Network Operations, Telecom, etc.);


• Foster data security policies and best practices; adhere to Information Security regulations and guidelines to ensure proper handling and security of Firm data;


• Works beyond scheduled hours as necessary for planned and unplanned work and support; light travel may be required;


• Impeccable work ethic is a must (Punctual, Reliable Attendance and Self- motivated).


• Advanced proficiency in Microsoft Operating Systems, specifically application installation and configuration processes;


• Advanced proficiency in Microsoft Office Suite;


• Advanced proficiency in Service Now;


• Advanced proficiency in MS Teams;


• Advanced to expert proficiency in remote access architectures, applications and technologies (Citrix, VPN);


• Advanced to expert knowledge of mobile technologies (iOS, iPad OS);


• Advanced to expert proficiency in networking technologies, cabling topologies, data communication devices, and related applications;


• Advanced to expert proficiency in Inter/Intra/Extranet technologies;


• Advanced to expert proficiency in Document Management Systems (iManage/Work 10);


• Advanced knowledge of customer service principles and practices;


• Advanced proficiency with data security and security applications;


• Advanced proficiency with project management;


• Advanced proficiency in remote access architectures, applications and technologies (Citrix, VPN).

Qualifications

• Associate’s degree (preferred); Bachelor’s degree (preferred); or similar work experience;


• At least 3 years of experience providing direct support to customers in the areas of business solutions, software, hardware and networking technologies;


• At least 3 years of experience in LAN, WAN and network systems support and management;


• At least 3 years of experience configuring, installing and maintaining client PC operating systems and related devices; and


• At least 3 years of professional services or law firm experience (preferred).

Seniority level

Not Applicable

Employment type

Contract

Job function

Information Technology - IT Services and IT Consulting