Deskside Support Technician (PC082817)

Location: Cambridge, MA
Date Posted: 08-28-2017
Responds to and diagnoses problems through discussion with users. Serves as focal point for customer concerns. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution.
Provides tier 1 and tier 2 support to end users for either PC, server, or applications or hardware. Interacts with other service organizations to restore service and/or identify and correct core problem. Possesses and applies expertise on multiple complex work assignments. Provides break/fix, asset inventory, spares/parts management, desktop administration, desktop applications, remote access, troubleshooting and upgrading of mobile devices, and security services for all end-user devices.
Provides on-site Video Teleconferencing (VTC) and Audio/Visual support to include conference rooms, training rooms, auditoriums, senior leadership offices and workspaces, and Telepresence rooms. Trains end-users how to use equipment, start meetings, and troubleshoot equipment.
Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.

  • Excellent customer service skills
  • Supports end users on a variety of hardware and software issues
  • Identifies, researches, and resolves technical problems
  • Complies with helpdesk policies and procedures
  • Documents, tracks, and monitors problems to ensure timely resolutions
  • Completes assignments with limited supervision
  • Experienced with Microsoft Windows 10, Office 365, Active Directory, Airwatch, SCCM, Logmein
  • Experience with Macs a plus but not required
Thank you,
Doreen Daly
Sr. Recruiter
Frontier Systems Consulting, Inc.
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