Desktop Support Technician Position Available In Essex, Massachusetts

The Desktop Support position provides technical assistance for onsiteemployees as well as a remote workforce in supporting a Windows 10/11environment. Responsibilities include, but are not limited tohardwaresoftware installation, image creation and deployment,troubleshooting of desktop and laptop computers, account creations andmaintenance as well as some networking. The candidate must be reliableand friendly and be able to work collaboratively in a team environment.

Candidate must also have 3+ years of experience working in a technicalsupport role. Essential functions Reasonable accommodations may be madeto enable individuals with disabilities to perform these essentialfunctions. Provide technical support and troubleshooting for desktophardware and software issues both in person and over the phone. Install,configure, and maintain desktop operating systems and applications foremployees. Install and perform minor repairs to hardware, software, orperipheral equipment, following design or installation specifications.

Set up and configure user accounts and permissions. Read technicalmanuals, confer with users, or conduct computer diagnostics toinvestigate and resolve problems or to provide technical assistance andsupport. Image new computer hardware in preparation for deployment toend-user, install and update computer software. Support key (Artiva)application which is our CRM. Collaborate and escalate within the ITteam to determine and resolve problems in a timely manner. Managehelpdesk ticketing system, provide regular updates to users. Managerequests to meet business SLAs Must be flexible to work some evening (aslate as 9pm) and occasional Saturday Shifts. Position RequirementsCompetencies Computers and Electronics Knowledge of Windows 10/11, MSOffice 0365, Active Directory and Manage Engine (or equivalent Help deskapplication) Complex Problem Solving Identifying complex problems andreviewing related information to develop and evaluate options andimplement solutions. Critical Thinking Using logic and reasoning toidentify the strengths and weaknesses of alternative solutions,conclusions or approaches to problems. Time Management Managing one’sown time and the time of others. Systems Analysis Determining how asystem should work and how changes in conditions, operations, and theenvironment will affect outcomes. Strong customer service skills withthe ability to communicate technical information to non-technical users.

Required Education and Experience 3+ years working within a DesktopSupport environment. Solid understanding of Networking LAN/WAN.Experience supporting VOIP environments in terms of troubleshootingnetwork backbone components through to softphones desired. Experiencewith help desk software and remote support tools. Proficiency introubleshooting desktop hardware and software issues. Understanding offirewall concepts and network security principles. Hardware Desktops,Laptops, Multifunctional Network Printers, VOIP phones. SoftwareMicrosoft Windows 10/11, Microsoft Office 365, Microsoft ActiveDirectory and Manage Engine. Work Environment Call/Contact Center;In-Office Federal and State contractor. Working from

Home Requirements:

This role might support occasional remote work Home internet minimum 25MBPS Upload/Download required