IT Support Technician

KTek Resourcing; Waltham (MA); On-site; USD 52,000 - 76,000; Full time

Job summary

KTek Resourcing LLC is seeking a Deskside/OSS/FSO support technician in Massachusetts to provide comprehensive on-site and remote desktop support for PCs, laptops, tablets, smartphones, AV gear, and related devices.

You will diagnose, image OS, manage tickets, and assist end users with hardware and software tasks while maintaining high customer satisfaction and SLA compliance. Weekend/on-call support may be required.

Qualifications

• Strong technical skills in Windows 11 and Office 365.
• Experience with Azure, Intune and Active Directory.
• Familiarity with LAN basics and video conferencing hardware.

Responsibilities

• Provide Deskside / OSS / FSO support for PCs, laptops, tablets, smartphones, AV gear and network devices.
• Diagnose and resolve hardware/software issues; perform OS imaging/reimaging and systems administration.
• Maintain incident tickets and update users; ensure SLA adherence.
• Work independently to deliver fault diagnostics and meet user requirements.
• Provide on-site cover as part of shift arrangements; support remote offices as needed.
• Train end users and document resolutions; perform asset inventory as needed.
• Move equipment per health and safety guidelines; assist with upgrades.

Skills

Windows 11

Office 365

Teams

Google

ServiceNow

Azure

Intune

Active Directory

LAN basics

Video conferencing

Tools

Azure

Intune

MS Active Directory

Job description

• Have own vehicle to drive to different locations and support end Users / Mileage will be reimbursed.
• Will be available on call support during weekends/ holidays as per request.

You will be required to provide Deskside / OSS / FSO technical support to Desktop PCs, Laptops, Tablets, Smart Phones, Desk telephony, AV equipment, Comms room devices/activities, desk cabling, Software installation and troubleshooting and any other related technology.

• Providing a high level of customer satisfaction and extremely strong communicator in both verbal and written communicate in the local language.
• Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.
• Work self-sufficiently to perform fault diagnostics, delivery user requirements, while maintaining standards and SLAs.
• Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support. Devices include, but not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Desk equipment, Cabling, Comms patching, Printers, MFDs, and basic network connectivity.
• Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement
• Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professions, users facing updates
• To provide infrastructure administration functions
• Providing on-site cover as part of a shift arrangement
• Support inline with contracted business working hours
• Provide site support in remote offices when required
• Troubleshooting and resolving software issues; OS Imaging/reimaging and associated systems administration activities
• Taking ownership of issues through to resolution on all appropriate requests
• Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information
• Ensuring regular customer interaction to adhere with update SLA’s and high levels of customer service
• Providing daily ticket updates to ensure users are fully updated on updates
• Move equipment associated with service requests, inline with health and safety guidelines
• Performing asset inventory activities as needed
• End user training and guidance on the use of hardware and software
• Recommends and / or performs upgrades to end user devices
• This position requires the ability to work in a BAU and / or project-based environment requiring flexibility and teamwork
• Performs other duties as assigned

Skills Required:

• Strong technical skills in Microsoft Windows 11 (including legacy versions), Office 365, Teams, Google, Service Now and other well-known applications
• Administration experience of Azure, Intune, MS Active Directory users & groups, policies and management concepts
• Effective communication in English and/or local language
• Basic known workings of LAN technologies and hardware
• Ability to support technically video conferencing equipment