Desktop Support Technician

MathWorks; Natick (MA); Hybrid; USD 55,000 - 75,000; Full time

Job summary

MathWorks offers a hybrid work model in Natick, MA, combining office collaboration with flexible remote work. The Desktop Support Technician handles daily computing needs, troubleshooting, and user assistance across devices and software.

Responsibilities include configuring desktops and laptops, supporting meetings and AV setups, and collaborating with IT to resolve issues while meeting SLAs. MathWorks values growth, inclusivity, initiative, teamwork, and excellence.

Qualifications

• Bachelor's degree is required.
• BS/BA Degree in Computer Science, Computer Engineering, Information Systems or equivalent.
• 2-3 years of IT support, including experience with networked PC equipment.
• Proficiency with Operating Systems and desktop software including the Microsoft ecosystem.
• Knowledge of networking principles, topology, and protocols.
• Customer focus and dedication to customer satisfaction.
• UNIX, Linux, Mac, SharePoint, Webex, AV knowledge a plus.

Responsibilities

• Install, configure, and troubleshoot computer systems and applications including desktops, laptops, network equipment, operating systems, desktop software and enterprise applications.
• Support online, on-premise, and off-site meetings and events.
• Set up and manage conference room AV equipment, recording and broadcast systems, digital signage.
• Resolve help tickets accurately and in a timely manner, adhering to SLAs and group practices.
• Collaborate with IT teams to resolve complex issues.
• Perform project work: document solutions, develop guidelines, investigate persistent problems, automate routine tasks.

Skills

Customer focus

Teamwork

Initiative

Growth mindset

Communication

Education

Bachelor's degree in CS/IS or related field

BS/BA in Computer Science, Computer Engineering, Information Systems or equivalent

Tools

Microsoft ecosystem

SharePoint

Webex

AV systems

Job description

Summary

MathWorks has a hybrid work model that enables staff members to split their time between office and home. The hybrid model provides the advantage of having both in-person time with colleagues and flexible at-home life optimizations. Learn More: https://www.mathworks.com/company/jobs/resources/applying-and-interviewing.html#onboarding.

Summary

MathWorks has a hybrid work model that enables staff members to split their time between office and home. The hybrid model provides the advantage of having both in-person time with colleagues and flexible at-home life optimizations. Learn More: https://www.mathworks.com/company/jobs/resources/applying-and-interviewing.html#onboarding.

The Desktop Support Technician will perform all aspects of support related to the daily computing needs of MathWorks staff. He/she will provide support via phone, e-mail and Intranet as well as perform problem determination at the user's workstation.

MathWorks nurtures growth, appreciates inclusivity, encourages initiative, values teamwork, shares success, and rewards excellence.

Responsibilities

• Install, configure, and troubleshoot computer systems and applications including desktops, laptops, network equipment, operating systems, desktop software and enterprise applications
• Support online, on-premise, and off-site meetings and events
• Set up and manage common-area systems such as conference room AV equipment, recording and broadcast systems, digital signage
• Resolve help tickets accurately and in a timely manner. Adhere to SLAs and group practices.
• Collaborate with team members and with other IT groups to resolve complex issues
• Perform project work as assigned, e.g., document solutions, develop guidelines, investigate persistent problems, automate routine tasks

Minimum Qualifications

• A bachelor's degree is required.

Additional Qualifications

• BS/BA Degree in Computer Science, Computer Engineering, Information Systems or equivalent
• 2-3 years of IT support, including experience with networked PC equipment
• Proficiency with Operating Systems and desktop software including the Microsoft ecosystem
• Knowledge of networking principles, topology, and protocols
• Customer focus and dedication to customer satisfaction
• UNIX, Linux, Mac, SharePoint, Webex, AV knowledge a plus.