Job Description
Boxborough, MA | 5 - 8 years of experience
Job Description
Must Have Technical/Functional Skills:
- Perform onsite analysis, diagnosis, and resolution of complex desktop/mobility/Laptop problems for end users, recommend and implement corrective solutions.
- Manage and maintain mobility queue and meet SLAs for incoming tickets.
- Project manages software/hardware rollouts and refresh items.
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstations/mobile devices and related hardware and software to deliver required service levels.
- Assess the need(s) for and implement performance upgrades to end user workstations/mobile devices, including the installation of these upgrades (for example memory).
- Provide technical guidance to other members of the team.
- Collaborate with the global IT service desk and 3rd party vendors to ensure efficient operation of the company’s desktop/mobility/Laptop environment.
- Receive and respond to incoming calls, pages, and/or e-mails regarding desktop/mobility/Laptop problems.
- Perform subject matter expert duties to other support teams when needed.
- Develop and maintain software packages and tools used for software distribution.
- Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop/mobility/Laptop operations.
- Accurately document instances of desktop /laptop equipment or component failure, repair, installation, and removal.
- Interface with third-party support and equipment vendors
Additional skills:
- Excellent communication skills, interacting with employees and contractors at any level.
- Associate degree in information technology, or related field (or equivalent experience).
- Minimum of 3 years of IT Desktop/Laptop Support experience.
- Experience working in a global company.
- Strong technical skills in supporting x86/x64 hardware platforms, Windows 10, Apple iOS, and Android mobile OS.
- Working knowledge of a range of diagnostic utilities and core applications, including PC diagnostics, SCCM, security endpoint protection software, MFA & VPN.
- Experience working in an Active Directory environment including SCCM (SMS).
- Experience with Mac OS X, JAMF is a plus.
- Experience working with 3rd party vendors in both support and contract areas.
- Knowledge navigating 3rd party vendor applications and websites.
- Concentrated focus on defect reduction and quality of services.
- Excellent customer relations and customer support skills.
- Experience working in a team-oriented, global, collaborative environment.
Salary Range: $64,000-$75,000 a year
#LI-CM2