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Tech Support Analyst
Ref No.: 19-02147
Location: Andover, Massachusetts
As part of a leading IT managed services specialist with more than 12,000 associates worldwide, we rely on the personal relationships we build with our consultants and the clients who depend on them. Join the eXcell™ team

We are seeking an experienced Tech Support Analyst. 


  • Provide customer support for business equipment
  • Provide Operating System Support
  • Widows 10 Standard Pharmaceutical supported Images
  • Provide Best Effort Support for Non-Standard Infrastructure (PC's, Benchtops, Laptops, Handhelds, Scanners, Printers and other end-user devices) in office, manufacturing, laboratories and warehouse areas.
  • Manage the sites ServiceCenter Queues and work assigned ticket(s) to resolution, according to the priority level assigned to the ticket, and resolve issues in accordance within the defined SLAs.
  • Provide in-scope software support.
  • Perform maintenance of the CMDB and stockroom inventory.
  • Provide Lenovo Break-Fix hardware repairs.
  • In-warranty.
  • Management of Original Equipment Manufacturer (OEM) warranty process.
  • Lenovo - OEM Warranty support.
  • Best effort - primarily vendor supported.
  • Out-of-warranty.
  • Provide quotes and replacement parts upon Pharmaceutical approval.
  • Work with the Digital Platform teams and escalate tickets as necessary.
  • Provide Desktop and Kiosk support as dictated by the site
  • Provide Pharmaceutical directed support for:
  • Network Closets
  • Local Servers
  • Infrastructure Hands and eye support
  • Provide directed support for
  • Network Closets
  • Local Servers


  • High School Diploma or GED required.
  • 3-5 years' experience supporting PC Hardware and software, however a minimum of a year in desktop support would be required.
  • CompTIA A+ would be "nice-to-have".

Skills and Competencies:

  • Familiar with standard concepts, practices, and procedures within a particular field.
  • Relies on limited experience and judgment to plan and accomplish goals.
  • Possess 1-year experience in a break/fix environment.
  • Able to lift and palletize heavy equipment. (PC's, monitors, printers.)
  • Strong verbal and written communication skills.
  • A certain degree of creativity and latitude is required.


W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity**eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit