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Service Desk Support Technician
Ref No.: 18-04775
Location: Cambridge, Massachusetts
Start Date / End Date: 04/10/2018 to 03/26/2019
Job Title: Service Desk Support Technician
Duration: 11 months
Location: Cambridge, MA

Job Description:

The Service Desk Support Technician is responsible for resolving technical issues in the desktop support environment. The ideal candidate has 5+ years of experience with desktop technologies in an end user support environment with Microsoft products. He/She has excellent troubleshooting, communication, documentation, interpersonal and customer service skills. He/She is excited to join a team of technical enthusiasts providing quality solutions and customer service in a fast-paced, team-oriented environment.

Position Requirements:
  • Provides high touch support and outstanding customer support to onsite and remote end users.
  • Documents incidents and requests in the company ticketing system and provides periodic updates to the customer, ensures timely resolution.
  • Installs, configures, and supports all hardware and software in the environment following troubleshooting best practices.
  • Identifies, researches and resolves technical issues.
  • Responsible for timely onboarding of new end users.
  • Periodically assists with special projects.
  • Assists with moves.
  • Provides meeting support; Trains end-users to use conference room equipment, start meetings, and troubleshoots equipment.
  • Adheres to all SLA’s and KPI’s.
  • Interfaces with vendors to coordinate hardware repairs.
  • Escalates critical incidents to Service Desk Manager as needed.
  • May troubleshoots/resolve problems and works with other teams to identify root cause and resolution.
  • Provides phone and deskside support for mobile devices (iPhone).
  • Creates and maintains thorough documentation for all desktop solutions and troubleshooting instructions.
  • Works independently while also being a collaborative team member striving for team success.
  • Follows standard operating procedures and work instructions around process and documentation; Complies with company policies and procedures.
  • Completes assignments with limited supervision; Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks, research and resolve issue.
  • Recommends process improvements.
  • Additional responsibilities as assigned.
  • Excellent knowledge of PC hardware and software with an emphasis on Microsoft environments.
  • Direct experience with and knowledge of key desktop technologies such as Microsoft Windows 10, Active Directory, Microsoft Office 2016/O365, Internet Explorer 11, Google Chrome.
  • Familiarity with a Service Desk Ticketing software.
  • Excellent customer service and time management skills.
  • Strong written and verbal communications skills required – must be able to communicate via email and chat with customers.
  • Ability to develop documentation.
  • The ability to interface directly with internal customers, senior and mid-level management, and internal technical IT teams.
  • Ability to lift computers and crawl under desks.
  • Strong work ethic, reliable, and collaborative; professional demeanor.
  • Associates Degree in Computer Science, Information Systems, or equivalent technical discipline is strongly preferred.
  • Relevant IT industry certifications (A+, MCSA, MCITP, MCTS, etc.) preferred.
Shiva Prasad | Senior Recruiter
Sunrise Systems Inc.
Desk: (732) 272 0346
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