IT Desktop Support Engineer (Backfill)

Sky Systems, Inc. (SkySys); Boston (MA); On-site; USD 60,000 - 80,000; Full time

Job summary

Sky Systems, Inc. (SkySys) is seeking an experienced IT infrastructure support professional in Boston to provide field and desktop support. You will troubleshoot hardware, software, OS issues and assist with printers, peripherals, and conference room systems.

Strong ticketing and client communication are essential. Ideal candidates have 3–5 years of hands-on experience, basic networking knowledge, and certifications such as A+.

Qualifications

• Must have desktop imaging experience.
• Outlook issues troubleshooting capability.
• Printer troubleshooting proficiency.
• Conference room management familiarity.
• Knowledge of ticketing tools and processes.

Skills

IT infrastructure

Desktop support

Hardware troubleshooting

Software troubleshooting

OS administration

Networking basics

TCP/IP networking

VPN

RDP

Printer troubleshooting

Desk-side support

Customer communication

Ticketing tools

Education

Associate Degree in Electronics

CompTIA A+ Certification

OEM vendor certifications

Tools

ServiceNow

Remedy

Dell/HP/Lenovo hardware

Job description

• Minimum 3-5 years of strong experience providing IT Infrastructure field support which includes troubleshooting hardware, software, and operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements.
• Experience in installing, technical troubleshooting and fixing desktops, printers, laptop, and other computer peripherals hardware problems as well as desktop applications.
• Basic knowledge of enterprise LAN and WAN setups and concepts. Ability to perform smart hand activity under instruction-based activities at sites.
• Ability to lift / move computer equipment weighing up to 50 lbs.
• Expert in desk-side support and PC break/fix including basic administration of Windows O/S and MAC/Linux OS (preferred).
• Usage Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP.
• Smart hand support for peripheral and networking hardware, including, but not limited to
• monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under 'Smart Hands' capability.
• Ability to troubleshoot issues with systems and networks using good deductive reasoning skills and troubleshooting & resolving issues related to end user network cabling.
• Experienced in repeat call analysis and developing preventive actions
• Experienced in Problem management
• Excellent written and oral communications skills with clients and management as well as people skills.
• Ability to work with deadlines and complete tasks on time. Takes proactive ownership and works with sense of urgency
• Preferably with an Associate Degree in Electronics and CompTIA A+ Certification.
• May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, Client)
• Experience of ticketing tools (ServiceNow / Remedy etc.)

Must haves:

• Desktop imaging
• Outlook issues troubleshooting
• Printer related troubleshooting
• Conference room management
• Knowledge on ticketing tool

Non-Technical

• Good in oral and written communication
• Able to interact and work with customers at different levels.
• Driven and result oriented.
• Passionate about the work
• Ability to work independently or as part of a team
• Ability to complete tasks effectively with minimal supervision
• Must be available to work flexible work schedules