Desktop Support Technician

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

Job summary

MathWorks offers a hybrid work model enabling staff to split time between the Natick office and home. The Desktop Support Technician will handle daily computing needs, providing help via phone, email, and intranet, and diagnosing issues at the user’s workstation.

Responsibilities include installing and troubleshooting desktops, laptops, and AV systems, supporting meetings, and ensuring ticket resolution within SLAs. A BS/BA in a related field and 2–3 years’ IT support are required.

Qualifications

• Bachelor's degree required.
• 2–3 years of IT support experience.
• Proficiency with Windows OS and Microsoft desktop software.
• Knowledge of networking principles and protocols.
• Customer-focused with strong problem-solving and communication skills.
• 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
• Collaborate with team members and other IT groups to resolve complex issues
• Perform project work such as documenting solutions, developing guidelines, investigating persistent problems, and automating routine tasks

Skills

Customer focus

Problem solving

Communication

Team collaboration

Education

Bachelor's degree

BS/BA in Computer Science/Engineering/Info Systems

Tools

Windows OS

Microsoft ecosystem

Networking basics

AV/ conferencing tech

Job description

Job 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

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.