7 days old
2017-11-132017-12-11

Help Desk/Desk Top Support

Boston, MA 02109
  • Job Code
    587545
  • Payrate
    $18 To $20

Our client is looking for a high-potential individual to join its Helpdesk team. The Helpdesk team provides support services for client end users across multiple business units and international offices. This role is responsible for providing excellent end user support to client's end users and contributing to a positive work environment.


The successful candidate excels in high quality phone, remote, and desk side support and shows initiative in managing the support process for each customer from beginning to end. This role requires demonstrated ability to be an active learner and become proficient in required systems and software. Candidates should be able to maintain the balance between customer expectations and business objectives while building positive peer relationships.


Primary focus is on providing phone, remote assistance, and desktop support to internal staff. Individuals work under the direction of a Team Leader and use provided documented procedures to perform tasks. They will assist management in a range of general functions and will work independently on smaller scale projects.


This position requires the ability to manage projects of a small to medium size with minimal direction, good interpersonal and communication skills, both oral and written, and a solid approach to problem management.


Availability to participate in on-call rotation is required


Primary Duties and Responsibilities



  • Provide Macintosh & Windows support to end user community and business partners
  • Contact and effectively communicate with users by telephone, IM, or in person
  • Participate in help desk rotations including phone, deskside, and administrative duties
  • Assist in documenting Windows, Mac, and iOS support procedures
  • Provide timely resolution to reported problems
  • Ensures the end-to-end customer experience providing a single point of contact
  • Logs and tracks incidents and requests in provided ticketing software
  • Communicate all project deliverables, deadlines, and updates in a timely manner
  • Ensures complete coverage of assigned duties and communicates absences in advance
  • Continually look for ways to improve one's skillset to provide the best customer service
  • Escalate issues to subject matter experts in a timely manner


Requirements:



  • 3+ years experience in providing break/fix support on Windows and Mac hardware/software
  • Technical knowledge of MS Office Suite, Office 365, and Outlook
  • Skilled in various mobile platforms including iOS and Android
  • Experience documenting work within a ticketing system
  • Knowledge of JAMF Casper Suite and/or Microsoft SCCM a plus
  • Experience using ticketing system and asset management software
  • Proven success in diagnosing and solving computer issues, as well as building and configuring new hardware, and administering Active Directory
  • Support company-wide IT infrastructure projects such as PC refreshes, imaging, and new hardware roll outs
  • Knowledge of JAMF Casper Suite and Microsoft SCCM preferred
  • 24x7 on-call escalation is required and additionally, projects may require after hours and weekend support
  • Schedule and location flexibility
  • Bachelor's Degree or Associates Degree with equivalent work experience preferred

Categories

  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

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Help Desk/Desk Top Support

Randstad Technologies
Boston, MA 02109

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Help Desk/Desk Top Support

Randstad Technologies
Boston, MA
US

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