IT Service Desk Technician II – End-User Support

Socket.dev; Raynham (MA); On-site; USD 42,000 - 56,000; Full time

Job summary

Socket.dev is seeking a capable IT Service Desk Technician to provide first-level end-user support for software, OS, and hardware. You will log and monitor requests via ticketing software, build and maintain bank PC workstations, and participate in a rotating on-call schedule with the team.

Candidates should have at least 3 years in technical support, an associates degree or relevant certs, and strong knowledge of Windows, Active Directory, SCCM, and Microsoft 365.

Qualifications

• Service desk experience required
• Ability to resolve and troubleshoot technology issues independently
• Proven ability to provide training and guidance to other systems support techs
• Strong knowledge of PC hardware, operating systems, LAN/WAN, browsers, Microsoft 365, and Active Directory
• Experience/knowledge of Configuration Manager (SCCM)
• Cyber security awareness to protect the digital environment, the Bank, and customers.

Responsibilities

• Provide primary service desk support to users; document and track all user support requests
• Troubleshoot hardware and software performance problems
• Direct escalation requests to appropriate team
• Build, deliver, set-up and upgrade of hardware including configurations and software installations
• Replace/repair defective equipment
• Assist with new facility builds and equipment relocation projects
• Assist with general office upkeep and organization
• Collaborate with team to maintain up-to-date documentation
• Contribute to team discussions and process improvement
• Accurately tracking IT inventory
• Maintain a strong technical understanding of key applications and OS
• Demonstrates high productivity and efficiency
• Work independently and as part of a team
• Train and mentor Systems Support Tech I colleagues

Skills

Service desk

Independent troubleshooting

Training & mentoring

PC hardware knowledge

Networking (LAN/WAN)

Active Directory

Microsoft 365

Education

Associates degree or relevant certifications

Tools

SCCM

Microsoft 365

Job description

Socket.dev is seeking a capable IT Service Desk Technician to provide first-level end-user support for software, OS, and hardware. You will log and monitor requests via ticketing software, build and maintain bank PC workstations, and participate in a rotating on-call schedule with the team.

Candidates should have at least 3 years in technical support, an associates degree or relevant certs, and strong knowledge of Windows, Active Directory, SCCM, and Microsoft 365.