Deskside Support

IT Support Associate I (Virtual and In-Person)

Location:

Greater Boston

Salary: $76,000.00-$

Posted: 1 day ago

• Manage Desktop Devices (hardware, software and connectivity) incidents through to resolution.
• Manage IMAC and desk side support services.
• Manage hard and soft break fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
• Support, manage, optimize and maintain the configuration and installation of the Desktop, including patch updates, hardware replacements, with spares provided by vendor.
• Analyse Service Desk calls for Desktop Devices and incident data to identify and advise the customer of any potential user training requirements and automation.
• Ensure that each Desktop Device is installed with the appropriate desktop image.
• Monitor security profiles and anti‑virus software on all Desktop Devices and take appropriate action in the event of non‑compliance with security requirements.
• Provide VIP support for desk‑side issues per contract and be point of contact at the site for all IT‑related issues if no other IT support team is available (e.g., for MI calls).

• Knowledge and experience on Windows 7 OS.
• Good to have – knowledge in AD and smart hands and feet support.
• Good to have – knowledge and experience of supporting MAC devices and tablets.
• Experience with service‑management tool – e.g., Service Now.
• Should have good expertise on EUC tools, remote support tools, MS Office and Outlook.
• Preferable to have a good understanding of Lync, VPN, and mobile device support.
• Should be aware of ITIL processes of Incident, Change, Problem, Service Request and related activities such as spare and buffer stock management.
• Associate degree (A.A.) or equivalent from a three‑year college or technical school with an emphasis in electronics required;
  Bachelor’s degree preferred.

• Entry level

• Full‑time

• Other

• IT Services and IT Consulting