Woburn, MA- Desktop Support Technician II

Heunets; Woburn (MA); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player is looking for a skilled Desktop Support Technician to join their dynamic team. This role involves providing essential onsite support for hardware and software issues, ensuring customer satisfaction through effective problem resolution and communication. Ideal candidates will have a strong IT background, particularly in Windows environments and Active Directory, along with excellent troubleshooting skills. If you thrive in a fast-paced, project-based environment and are eager to contribute to a collaborative team, this opportunity is perfect for you!

Qualifications

• Minimum of 18 months of IT experience required.
• Basic knowledge of Mac OS to support Apple users.
• Experience with enterprise anti-virus solutions.

Responsibilities

• Provide first/second level contact and problem resolution for customer issues.
• Install and troubleshoot Windows and Microsoft Office applications.
• Maintain ticket updates for all reported incidents.

Skills

Troubleshooting

Customer Service

Active Directory

Windows 7-10

Microsoft Office 365

Mac Operating Systems

Mobile Device Management

Analytical Skills

Relationship Building

Teamwork

Education

Background in Computer Science

Tools

Ticketing Systems

Cisco Jabber

Job description

Job Description:

We are seeking a skilled Desktop Support Technician to join our team as a 1099 independent contractor.

The Desktop Technician will provide day-to-day onsite desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.

RESPONSIBILITIES

• Provide first/second level contact and problem resolution for customer issues.
• Work with third-party vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support, and troubleshoot Windows XP, Windows 7, Windows 8.1, Windows 10, Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
• Install, upgrade, support, and troubleshoot printers and computer hardware.
• Perform general preventative maintenance tasks on computers, laptops, printers.
• Perform remedial repairs on desktops, laptops, printers, and other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems related to network connectivity and workstation hardware/software.
• Possess broad IT experience with a basic understanding of networks, servers, audio/visual equipment, smart devices, and telecoms.
• This position requires the ability to work in a project-based environment, requiring flexibility and teamwork. Candidates should be willing to perform other duties as assigned.

Ideal candidates must have the following qualifications and skills:

• Background knowledge in Computer Science or a related field.
• Minimum of 18 months of IT experience.
• Experience with Windows 7-10, Microsoft Active Directory, GPOs, MS Office 365, PC hardware installation and troubleshooting, enterprise anti-virus solutions, and helpdesk ticketing systems.
• Basic knowledge of Mac operating systems to support Apple PC users.
• Experience in mobile device management including iOS and Android devices, enterprise encryption solutions, and Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting, and problem-solving skills.
• Ability to multi-task, effectively determine priorities, and meet SLAs.
• Excellent communication, relationship-building, and internal customer service skills.
• Adaptable and flexible in a fast-changing industry and work environment.

Required Skills:

Connectivity, Mac computer hardware, Laptops, iOS, Active Directory, Android, Servers, MS Office, Troubleshooting, Computer Science, Windows, Vendors, Teamwork, Software maintenance, Customer service, Microsoft Office, Science, Communication, Management