Service Desk Technician III (MA)

ZipRecruiter; Cambridge; On-site; USD 35,000 - 65,000; Full time

Job description

Title: IT Service Desk Technician III (Desktop)
Job Type: Contract-to-Hire
Location: Newton, MA (on-site)

Job Summary
Wright Technical Services is proud to represent a global materials company for this role. The Service Desk Technician will provide IT support over the phone and in person to non-technical end-users and perform basic device support independently. The technician will install, assess, troubleshoot, maintain, repair, and upgrade computers and equipment of different types. This position will fulfill customer requests, resolve technical problems, and respond to customer questions in a quality and timely manner. They will build relationships with employees and help them find solutions while providing exceptional customer service. In this role, they will gain exposure to a wide variety of products and services because they assist with technical problems concerning hardware, software, and peripheral equipment like phones and printers.

This person will also assist the Infrastructure Team with diagnosing, troubleshooting, and implementing network switches, access points, network cables, servers, and other network equipment.

Qualifications

• Education
• Required: 5 years of experience in IT Support or Associate Degree + three years
• Bachelor's Degree preferred
• 3 or more years of applied experience with IT Support / IT Service Desk
• Minimum of three years' experience in Windows PC and server environment required.
• Technical knowledge of current standard applications and network operations including, but not limited to:
• Windows 10, Office 365, Teams, SharePoint, OneDrive
• Intune (MDM), SCCM (Packaging), Software Center
• TCP/IP, Windows Server (2012-current), Lotus Notes, Access Points, DNS, and DHCP
• Knowledge of ITIL and ITSM using ServiceNow, Sharewell, or similar
• Self-Service Password Reset (Microsoft tools) and MFA tools – Microsoft Authenticator
• Practical operating knowledge of Ethernet and WAN technology required.
• Familiarity with M365 Cloud – Azure or GovCloud
• Experience in working with customers in a customer support role over the phone.
• Strong communication skills, both verbal and written.
• Ability to thrive in a team atmosphere and maintain composure during high work volume.
• Experience with troubleshooting in a Windows environment
• Self-motivated and well organized; possesses both the initiative to work individually and contributes appropriately to a team.
• Ability to effectively prioritize tasks and perform well under pressure.
• US Citizenship is required for this position.
• On-Call Rotation
• Driver's License in good standing; ability to work part-time

Description and Responsibilities

• 20% - Provide IT user support using standard screens, scripts, reference guides, and procedures while completing ongoing training to deepen skillset.
• 20% - Interview users to collect information about problems and lead them through diagnostic procedures to determine the source of errors. Troubleshoot and resolve technical support questions of customers professionally.
• 20% - Image PCs, install software, and peripheral equipment.
• 10% - Provide first-level network administration support (create user accounts, assist in file restores, maintain passwords, increase user space, and provide rights to some areas).
• 10% - Update assigned tickets with the latest status and continuously communicate with necessary parties, including providing follow-up to the user on the status of the problem until resolution.
• 10% - Escalate incidents and service requests to the next level of support if the issue cannot be resolved.
• 10% - Work to incident response and resolution targets in an Information Technology Service Management (ITSM) environment with Service Level Agreement (SLAs).

Wright Technical Services and our client are Equal Opportunity Employers. We celebrate and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, or veteran status.