Desktop Support Technician / Level 2 Engineer (100% onsite) Waltham, Massachusetts

Boyle Software, Inc.; Waltham (MA); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading company in the biotech sector seeks an IT Support Technician to provide exceptional customer service and technical support. Responsibilities include configuring IT equipment, troubleshooting hardware/software issues, managing user accounts, and assisting with onboarding. The ideal candidate will possess strong communication skills and experience in an IT Service Desk environment.

Qualifications

• Experienced in IT Service Desk environment.
• Ability to configure and troubleshoot Windows & Mac systems.
• Experience with Active Directory and basic network troubleshooting.

Responsibilities

• Providing customer service and technical support at the service desk.
• Setting up and fixing IT equipment and software.
• Documenting and resolving ServiceNow tickets in a timely manner.

Skills

Customer service

Attention to detail

Communication

Documentation

Active Directory

Basic network troubleshooting

Troubleshooting Microsoft Office

Education

Bachelors/Associate degree or equivalent experience

Tools

Windows

Mac

Office 365

ServiceNow

Intune

Job description

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.
• Bachelors/Associate degree or equivalent experience