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Desktop Technician – One Gillette Park, Boston Massachusetts 02127-1096 - Contract – HCL / P&G
Ref No.: 18-53986
Location: Boston, Massachusetts
Position Type:Contract
Experience Level: 7 Years
Start Date: 07/09/2018
 
Position: Desktop technician
Location: One Gillette Park, Boston  Massachusetts  02127-1096
Duration: contract
Client: HCL / P&G
 
Responsibilities: 
·         Provide high level of customer service
·         Provide phone and deskside support to end users across the site
·         Utilize the SNOW ticket tracking system to categorize, prioritize and escalate issues as necessary
·         Take ownership of issue\request through resolution or escalation
·         Analyze hardware and software problems, perform trouble shooting per approved procedures, identify alternative solutions and take appropriate corrective action
·         Perform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentation 
 
Additional Responsibilities:
·         Maintain excellent ticket hygiene (SLA management of tickets and tasks) in ticketing tool
·         Ensure that work is carried out within agreed Service Levels. (SLA's)
·         Client on-boarding, transfers, and off-boarding efforts
·         Maintain high level of accuracy of AMDB
·         Availability during weekend and after hours as per rotational roster
·         Finish Projects (asset refresh etc) in a timely manner
·         Work on IMACDs and off hours move requests
·         Work with the team lead to make the team lead successful and be a great team player
·         Help users facing issues with Mobile Devices
·         Show urgency in helping C – suite users and provide exceptional service
Qualifications:
·         A+ certification required
·         2+ years of experience in Microsoft Windows and network troubleshooting, web based application support, and familiarity with the entire Microsoft end user suite of products
·         Strong interpersonal skills and thoughtful and effective communicator
·         Excellent analytical and problem-solving skills
·         Excellent time management and organization skills
·         Strong written and oral communication skills
·         Strong experience and understanding of Office\O365 Experienced in working with Service-Now platform preferred but not necessary
·         Working knowledge/experience with PC Imaging Tools.
·         Working knowledge/experience with diagnosis and remote control tools.
·         Working knowledge/experience with Audio/Visual equipment used in presentation/conference rooms.