Job description

FirstPro is now accepting resumes for a Desktop Technician in Boston, MA. This is a direct hire role and onsite everyday.

Purpose:
The position is responsible for providing technical support to users of PCs and related end-user technologies through the company’s ticketing system as well as in-person support. The candidate facilitates the Desktop Support team to identify, resolve, and prevent the reoccurrence of problems. The candidate must be articulate and possess strong technical troubleshooting abilities. The candidate demonstrates ownership and information retention abilities. The candidate possesses the ability to work independently, quickly and effectively to solve technical problems with hardware/software. In addition, the candidate provides an exemplary level of customer service to internal clients.

Major Responsibilities:

Customer Support: 65%

• Assists users with technical issues related to peripheral devices (docking station, keyboard, mouse, monitors, laptop, etc.) including hardware replacement
• Monitors and responds to helpdesk tickets
• Maintains an accurate inventory of hardware devices and software licenses to ensure the firm’s compliance with legal requirements and corporate policies
• Performs regular audits to ensure that software and hardware inventory information is accurate
• Performing onboarding processes (training end users, imaging laptops, deploying hardware)
• Assists in the use of enterprise imaging, software deployment tools, and data migration for end user computing needs
• Supports account lockouts and password resets
• Manages support calls for printer break/fix services
• Collaborates with the HR department regarding employee additions/changes/moves/departures
• Assists in video conference setup, training and problem resolution
• Assists with printer support and maintenance
• Supports and distributes company-owned mobile devices

Business Continuity and Availability: 25%

• Communicates and coordinates regularly with Director of IT Infrastructure and Operations as well as the Manager of Helpdesk
• Establishes strong relationships with end-users to advise and promote how information technology can be used to address business objectives
• Participates in on-call rotation for emergency support phone queue
• Assists with on-site systems, infrastructure and networking hardware installations, in coordination with the Infrastructure team
• Assists with the testing of relevant technology solutions
• Assist in supporting the company's security posture
• Assists with office move related tasks and vendor management in coordination with Director of IT Infrastructure and Operations

Technical Support Documentation and Organization: 10%

• Participates in documenting, maintaining and applying IT procedures/guidelines
• Works with IT teams to acquire service level performance metrics for all desktop system and related infrastructure elements

Knowledge Skills and Abilities:

Education:

• A+, MCP or other equivalent certification
• BSc in IS, CS, or equivalent experience

Experience:

• Minimum five (5) years of experience in a desktop support and end-user support role
• Windows 10/11 Pro support
• Microsoft Office 2016 or newer support
• Microsoft 365 support
• Active Directory support
• Laptop hardware/software support, Lenovo a plus
• Desktop and hardware configurations, including Thunderbolt docking solutions
• Apple iOS device support
• LAN-based imaging
• Endpoint VPN connections
• Virtual desktop environments (VDI)
• Remote desktop support (RDP)
• Troubleshooting printers
• Zoom and Zoom Rooms support

Software and Skills:

• Excellent customer service skills
• Excellent verbal and written communication skills
• Demonstrates analytical, organizational, and problem-solving skills
• Proficiency in helpdesk ticketing systems
• Windows 10/11 Pro 64-bit Enterprise operating systems
• Microsoft Office 2016 Professional Plus suite or newer
• Microsoft 365 suite
• Laptop hardware and peripheral troubleshooting
• Corporate antivirus endpoint support
• Proficiency in Active Directory Users and Computers account management
• Current LAN and WLAN IP network technologies
• Bluetooth and other wireless technologies support
• Adobe Acrobat support
• Knowledge must reflect current technologies with experience on corporate Windows computer operating systems

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Boston, MA: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 2 years (Preferred)
• Windows: 1 year (Preferred)

Work Location: In person

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