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Senior Deskside Support Technician

Company: C3I Solutions
Location: Cambridge
Posted on: September 19, 2023

Job Description:

* *Shift:* Mon-Fri - Day Shift* *Pay Rate: *$33.00/hr* *This is a 3 -6 month contract role, with potentially becoming a full time employee at the end of the contract term.** *The client requires all employees and visitor's to be fully vaccinated against COVID-19.**Job Summary: *The Senior Deskside Support Technician will provide technical support for the client's campus and remote based personnel. All Senior Deskside Support Technicians are subject to shift changes and travel between sites as required. With minimal and/or remote supervision, responsible for receiving user tickets through electronic systems, properly documenting all actions taken and communicating effectively with the user community throughout life cycle of a ticket.*Some of the below listed responsibilities may not be assigned to all Deskside Support Technicians within a given operational team or at a specific client site.**Principal Responsibilities: (Essential Function)** Carry out responsibilities in accordance with the organization's policies, procedures, and state, federal and local laws* Provide comprehensive technical support services to the Client's internal customers and service providers.* Displays a high-touch, high quality customer service, by greeting customers upon entry to the service area, frequent follow-up and proactive attention to their needs.* Perform IMAC-related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration* Replicate and resolve customer/and or reported incidents in the software & hardware environment.* Maintain incident management system with up to date information on ticket progress* Complete assigned tickets in timely manner within the Client SLAs* Update asset tracking inventory in accordance with work instructions* Provisioning and deployment of internal VoIP telephones* Assess reported issues and work directly with Client's service providers for escalation and timely issue resolution, as necessary* Provide support services for Client's conference rooms, including set up of audio visual equipment as necessary* Responsible for maintenance of IT Lab areas and storage rooms.* Places orders and takes delivery of inventory as directed.* Manage site access via IT badge creation and access management system.* Provide white-glove service for VIP's for all incidents, service requests, etc.* Schedule and deliver an IT onboarding briefing for the first day of hire, with follow up at end of day to remediate any issues.* Provide end user training in applications or operating system fundamentals.* Supports end users with virus/malware related issues; helps repair systems; train end users on safe and secure IT behaviors.* Investigate and resolve Service Desk tickets (Incidents, Problems, Service Requests) as assigned.* Collect equipment from offboarding employees.* Makes proactive recommendations for site-specific IT improvements.* Follow established Asset Management processes in a timely manner to ensure accuracy of inventory quantities and locations* Report any potential problem cases to the Manager or higher escalation levels (Build a "proactive" environment)* Manage and liase communications with customers from escalated issues from Level I technicians where Client Home Office personnel are required for resolution.* Self-monitoring of tickets to ensure proper escalation and resolution of incidents consistent with the agreed SLA's Communication with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer.* Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.* Perform customer support related tasks and special projects as assigned by management.* Mentor other Deskside Support Technicians as required.*Job Requirements**Education/Experience** BA or Vocational school degree preferred or equivalent work experience* A+ Certification a plus (Certain Clients may require A+ Certification upon hire or within a specific time frame from date of hire)* Microsoft Certified Professional certification a plus* Mac/Apple device knowledge and proficiency may be required for some clients* Minimum of 4 years of previous computer support experience* Previous call center, computer support, or customer service experience* Project Management experience a plus*Skills** Excellent verbal and written communication skills* Excellent teamwork skills* Coaching and mentoring of Level I technicians* Dedication to customer service* Ability to exercise sound judgement in any customer service scenario* Microsoft Office Suite, Windows Operating Systems, VPN client software (Citrix; Juniper), Remote Desktop tools (Bomgar), and Web-based applications* Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario* Proficiency with LAN/WAN troubleshooting* Ability to perform root cause analysis and determine appropriate course of action based on result* General knowledge of computer networking *Self-motivated and ability to work on multiple tasks*HCL Technologies is an Equal Opportunity Employer - EOE, M/F, D/V. Type: ContractSalary: $33.00 per hourBenefits:* Referral programSchedule:* 8 hour shift* Day shift* Monday to FridayEducation:* High school or equivalent (Required)Experience:* Desktop support: 2 years (Required)* Computer hardware: 2 years (Required)* Software troubleshooting: 2 years (Required)* Windows: 2 years (Required)* AV Support: 3 years (Required)Work Location: In person

Keywords: C3I Solutions, Cambridge , Senior Deskside Support Technician, Professions , Cambridge, Massachusetts

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