Job Title: Desktop Support Technician L2
Location: Boston, MA
Duration: 12+ months contract
Note: L2 Desktop Support Technician
who has prior experience in desktop support, including troubleshooting support for MAC & Windows.
Primary Responsibilities:
Monitor computer hardware performance and diagnose system issues
Upgrade computers through the addition of new hardware, such as additional RAM or a new disk drive
Replace worn or defective parts and clean computer hardware according manufacturers’ specifications
Perform testing of equipment that has been repaired, prior to returning the equipment to the user
Set up new configurations for computers including OS image deployment
Install, configure, and upgrade software applications including rollout project
Troubleshoot and resolve software application and OS related problems
Track and route problems and requests tickets while thoroughly documenting actions and resolutions
Serve as escalation point of contact, identify, prioritize, and further escalate situations requiring urgent attention
Perform system health check and mitigation to meet software and security standards including encryption, patching, and backup
| Location | Boston, MA |
| Job Type | Contractor |
| Salary | $20–$23 Per Hour |
Knowledge and Skill Requirements:
Extensive experience of supporting Office 365
Preferred Certification: Dell, HP, Apple
Key Competencies:
Core Client Hardware and Software Environment to include (but not limited to) - Lenovo Think pad laptops, MAC Books, MAC OS, Microsoft Windows 10 OS, Microsoft Office 365 / 2011/ 2016, Crash plan, McAfee AV / ePO, Cisco AnyConnect VPN, Adobe Suite, Ping ID, SCCM, Casper
Advanced technical skills in installation and troubleshooting of relevant software and hardware
Knowledge and experience of customer IT service delivery, ticketing, and knowledge-based systems
A+ certification or equivalent years of experience
Positive attitude and collaborative approach in working within a team environment
Ability to lead coordination efforts and manage workload efficiencies
Strong customer service skills
Strong oral and written communications
Ability to learn and adapt quickly to changes
Critical thinking and analytical capabilities in troubleshooting and problem solving
Planning, organizing and prioritizing skills
Attention to detail
Ability to be flexible and handle stressful situations at times
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