Desk Side Support/Technician Consultant Boston, MA 02127 Onsite

Tekfortune Inc.
Southboston, MA
25 Mar 2024

Vacancy expired!

Desk Side Support/Technician

Boston, MA 02127

Onsite

Contract

JD:

The Desktop Support Technician role is a technical resource that provides a single point of contact for all IT support issues. This role will work closely to resolve issues with end users, the service desk team, and their team lead.

Responsibilities:

  • Provide high level of customer service

  • Provide phone and deskside support to end users across the site

  • Utilize the SNOW ticket tracking system to categorize, prioritize and escalate issues as necessary

  • Take ownership of issue\request through resolution or escalation

  • Analyze hardware and software problems, perform trouble shooting per approved procedures, identify alternative solutions and take appropriate corrective action

  • Perform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentation

Additional Responsibilities:

  • Maintain excellent ticket hygiene (SLA management of tickets and tasks) in ticketing tool

  • Ensure that work is carried out within agreed Service Levels. (SLA's)

  • Client on-boarding, transfers, and off-boarding efforts

  • Maintain high level of accuracy of AMDB

  • Availability during weekend and after hours as per rotational roster

  • Finish Projects (asset refresh etc) in a timely manner

  • Work on IMACDs and off hours move requests

  • Work with the team lead to make the team lead successful and be a great team player

  • Help users facing issues with Mobile Devices

  • Show urgency in helping C – suite users and provide exceptional service