It Support $30-$35

Great company that values its employees

• Role is onsite.
• First shift 8am – 4:30pm
• Based out of Westford but needs to be able to support all three buildings in Westford and Tyngsboro – must be able to commute to Tyngsboro as needed
• Primary role is to support site IT needs but also this role will do some CORP IT projects and support tickets from other sites as well

Job Description:

The Service Desk Technician II provides IT support over the phone and in person to non-technical end-users and performs basic device support independently for end users. The technician will install, assess, troubleshoot, maintain, repair and upgrade computers and equipment of different types. This position will fulfill customer requests, resolve customer technical problems, and respond to customer questions in a quality and timely manner. They will build relationships with employees and help them find solutions while providing exceptional customer service. In this role they will gain exposure to a wide variety of products and services because they assist with technical problems concerning hardware, software, peripheral equipment like phones and printers.

• Provide IT user support using standard screens, scripts, reference guides, and procedures with completing ongoing training to deepen skillset.
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Troubleshoot and resolve technical support questions of customers in a professional manner.
• Images PCs, installs software, and peripheral equipment.
• Provides first-level network administration support (create user accounts, assists in file restores, maintain passwords, increase user space, and provide rights to some areas).

• Update assigned tickets with latest status and continuously communicate to necessary parties, including providing follow-up to the user on the status of the problem until resolution.
• Escalate incidents and service requests to next level support if the issue cannot be resolved.
• Works on incident response and resolution targets in an Information Technology Service Management (ITSM) environment with Service Level Agreement (SLAs).

REQUIREMENTS

• Associate Degree or College diploma in process. Undergraduate degree preferred.

• 2 plus years of applied experience with IT Support/IT Service Desk.
• Experience with PC or network administration.
• Experience in working with customers in a customer support role over the phone.
• Ability to troubleshoot and resolve technical support questions of customers in a professional manner.
• Experience with troubleshooting in a Windows environment preferred.
• US Citizen

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