Information Technology Service Desk

VerTALENTS; Boston (MA); On-site; USD 115,000 - 135,000; Full time

Job summary

Join a dynamic team as a Service Desk Contractor, where you will provide exceptional IT support to a global workforce. This role focuses on enhancing service delivery through innovative solutions and proactive problem-solving. You will engage in a variety of tasks, from resolving incidents to managing AV events, all while ensuring high customer satisfaction. This position offers a collaborative environment that encourages continuous learning and the opportunity to work with cutting-edge technologies. If you're passionate about IT support and eager to make a difference, this is the perfect opportunity for you.

Qualifications

• 2-4 years of end-user support experience in IT.
• Experience supporting Mac OS and Windows/Linux in an enterprise environment.
• Expertise in diagnostic utilities and troubleshooting.

Responsibilities

• Provide top-quality customer service and incident resolution.
• Oversee problem resolution processes and suggest improvements.
• Manage change requests for IT applications and projects.

Skills

End-user support experience

Mac OS support

Windows/Linux support

AV event support

Troubleshooting skills

Service Desk operations

Interpersonal skills

ITIL best practices

Education

Bachelor's degree or equivalent experience

Tools

Jira Service Management

VDI

VPN

Slack

Google

Dialpad

Salesforce

Github

BeyondTrust

Job description

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Director of Staffing | Threat Intelligence, Incident Response, Risk Assessment

Special: This position is mostly serving Mac OS

Role Overview

The Service Desk Contractor is responsible for providing exceptional IT support to all global employees while identifying areas of opportunity to automate or improve. This role executes tickets and projects for the Global Service Desk Management Team according to industry best practices, ensuring high customer service across all offices. Additionally, the Contractor will assist with AV events and manage the IT Help Bar onsite in Boston.

Regular physical activity is required, including moving around the office to assist with IT tasks, transporting equipment, and connecting devices in confined spaces. The Contractor must perform these duties safely and efficiently.

What You’ll Do:

1. Provide top-quality customer service and incident resolution, meeting or exceeding SLAs for all employees, from top executives to interns.
2. Oversee problem resolution processes, identify trends, and suggest improvements.
3. Coordinate effective projects and knowledge transfers to Tier 2 and 3 support teams.
4. Build and develop relationships across the organization.
5. Evaluate metrics, KPIs, perform analysis, and report findings to leadership.
6. Collaborate with staff and leadership for effective execution.
7. Escalate high-impact incidents and follow up for resolution.
8. Provide triage on incoming tickets with clear, logical steps.
9. Maintain high internal customer satisfaction.
10. Host support sessions both online and in person.
11. Manage change requests for IT applications, events, and projects.
12. Implement proactive measures for continuous improvement.
13. Adapt to changing business demands.
14. Monitor technology trends and recommend innovations.
15. Develop workflows to automate tasks and improve efficiency.
16. Onboard and offboard end users.
17. Support IT projects meeting OKRs deadlines.
18. Serve as an escalation point for complex issues, documenting solutions.
19. Highlight high-impact incidents and ensure resolution.

Who You Are:

1. 2-4 years of end-user support experience in IT.
2. Bachelor’s degree or equivalent experience.
3. Experience supporting Mac OS (X) and Windows/Linux in an enterprise environment.
4. Experience supporting AV events and troubleshooting hardware.
5. Expertise in diagnostic utilities and troubleshooting.
6. Advanced knowledge of Service Desk operations, especially Jira Service Management.
7. Broad understanding of IT concepts, development, and architectures.
8. Team-oriented and collaborative work style.
9. Strong interpersonal skills, detail-oriented, capable of multitasking.
10. On-call availability and flexibility for occasional outside hours.
11. Experience supporting applications like VDI, VPN, Slack, Google, Dialpad, Salesforce, Github, BeyondTrust.
12. Certified in specialized technical skills by accredited bodies.
13. Experience applying ITIL best practices.

Why Join Us?

As a Service Desk Contractor, you will ensure seamless IT operations for our global workforce and contribute to innovative IT support improvements. This role offers a dynamic environment where problem-solving, technical skills, and customer service excellence are valued.

Join us to work with cutting-edge technologies, collaborate across teams, and develop your enterprise IT support expertise. We encourage continuous learning and proactive contributions to improve efficiency and user experience.

If you're a motivated IT professional seeking a fast-paced, collaborative environment, apply now to be part of our team committed to service excellence and innovation.

Seniority level

• Associate

Employment type

• Contract

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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