Desktop Support Technician

Location - Andover, MA

Duration - 6 Months

Pay Rate - $21/hr. on W2

Responsibilities

Support Engineer and Asset Inventory

Andover, MA 01810 (Suite 300)

M-F 8a-5p with rotating 9a-6p

Business casual environment

Top Skills' Details

• Customer service skills - need to be very personable & a go getter
• Inventory and asset management or organizational experience
• Ability to multitask in a fast-paced environment
• Windows suites knowledge, O365, AD, SCCM ideally 3 years minimum
• ServiceNow experience or similar ticketing system
• ComTIA A, ClientP or better (preferred but not required)

• On site support: Need strong soft skills
• Experienced with both in person and remote customer support
• Ability to deliver set expectations on time
• Ability to work with both other engineers and alone
• Experience working with executives and senior leadership
• Laptop provisioning, Imaging, Pushing Software
• Onboarding 10-15 new hires a week
• Laptop provision, supporting end users on Tier II/III issues that arise
• Rotating VIP on call after hours support (mobile phone supplied)
• PC imaging and decommissioning, wipe and clean for retirement

Software Experience

• MS Office, Outlook 365, Active Directory, SCCM, Windows 10
• Apple products (Mac) - only roughly 4% of end users use Mac, 96% Windows
• ServiceNow, Remedy is ok - other ticketing systems ok as well

Current State

• Onsite technical engineer team of 3
• This group is supported by 24/7 service desk
• Handle all the Tier I/II tickets & triage the rest
• 2,000 supported end users
• Expected to resolve 3-5 tickets a day

On Site Support Technician

• End-user support such as incident handling, "how to" questions, status of requests, detailed error analysis/resolution, and interface with other resolver groups
• Service Desk support such as error re-classification and case routing
• Usage of the following tools to deliver services: case management tools and knowledgebase, AccessIT portal, SIO workflow system with SAP GUI, and SIAMP
• Also coordinates data collection for client litigation requests
• Critical thinking and problem-solving skills
• Planning and organizing and Decision-making
• Strong communication skills
• Teamworking- ability to work in proximity of other technicians
• Leadership- ability to lead, influence or support other staff members in a professional manner
• Adaptability and flexibility

ET HRNHC01