IT Support Technician (Onsite)

Position: IT Support Technician
Location: Cambridge MA

Job Type: Fulltime

Job Description

Must Have Technical/Functional Skills

Strong knowledge of desktop/laptop hardware

Very strong hands-on experience (H/W and S/W)

Good knowledge of Win 10, Win 7 & MS Office

Knowledge of Mac OS

Application / software installation and trouble shooting

Knowledge / exposure on ticketing tools (Service Now)

Strong Troubleshooting Skills

Hardware, operating system & software knowledge of laptops, desktops & mobile devices etc.

Working knowledge of supporting computer peripherals, like printers, scanners etc.

Strong hands-on experience (H/W and S/W)

Hardware, operating system & software knowledge

Roles & Responsibilities

Provides second-line investigation and diagnosis

Resolves and closes incidents/service requests as per help desk procedures & allocated timelines

Escalates unresolved incidents/service requests within agreed timescales

Logs relevant incident/service request details as per process

Communicate with client regarding incident progress

Ensures tickets are always updated until issues are resolved

Complies with Health Safety Environment (HSE) and IT policies

Liaise with clients, IT support groups and 3rd party providers when necessary

Performs staging of PCs

Performs IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc).

Conducts hardware and software maintenance and support

Troubleshoots and resolves PC incidents and/or VIP requests

Centralized hardware and Spare part stocking and inventory management Surplus equipment management

Break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC)

Asset disposal services

Hardware vendor coordination for Break fix

Imaging & provisioning of devices. Setup and build workstations

Update AMDB including hardware and software

PC and other devices - logistics management