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Onsite Desktop Support Technician

Aditi Consulting

Waltham, MA

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JOB DETAILS
SALARY
$25–$33 Per Hour
SKILLS
Acquisition Integration, Analysis Skills, Android, Anti-Virus Software, Antivirus, Apple Macs, Artificial Intelligence (AI), Audiovisual, Automotive Automation, Cellular Telephone, Communication Skills, Computer Hardware, Computer Software, Configuration Management, Consulting, Customer Relations, Customer Support/Service, Delivery Management, Desktop Administration, Desktop Hardware, Desktop PC, Document Scanners, Documentation, Emerging Technology, English Language, Establish Priorities, Hardware Administration, Hardware Installation, Hardware Repair, ITIL (IT Infrastructure Library), Identify Issues, Information Technology & Information Systems, Laptop Hardware, Messaging Technology, Microsoft Certifications, Microsoft Windows 7, Needs Assessment, Network Administration/Management, OEM (Original Equipment Manufacturer), On Site Support, Presentation/Verbal Skills, Printers, Problem Solving Skills, Process Improvement, Progress Reports, Purchasing/Procurement, Root Cause Analysis, Service Delivery, Service Level Agreement (SLA), Short Messaging Service (SMS), Software Administration, Software Patches, Speech Technology, Standard Operating Procedures (SOP), State Laws and Regulations, TCP/IP (Transmission Control Protocol/Internet Protocol), Technical Support, Technical Writing, Telephony, Time Management, Writing Skills, iOS
LOCATION
Waltham, MA
POSTED
30+ days ago
Payrate: $25.00 - $33.00/hr.
 
Responsibilities:
  • Perform Service Desk tasks according to Standard Operating Procedures (SOPs).
  • Manage Service Delivery for primary (assigned) site, and also other regional sites within immediate Team.
  • Identify and deliver computer hardware, software and miscellaneous services meeting the defined Service Level Agreements (SLAs).
  • Accurately document instances of hardware failure, repair, installation, and removal in the ITIL Service Desk system.
  • Perform tasks related to Service Desk support in acquisition integrations
  • Administer and support current Anti-virus and Tanium software implementations to ensure the security of client systems. Monitor desktops for patching and anti-virus compliance.
  • Maintain the Configuration Management Data Base (CMDB) within the Service Desk system ensuring accurate IT inventory documentation.
  • Performs activities related to the operations and monitoring of the IT environment. Including on-site support at shopfloor and field services.
  • Maintain the Configuration Management Data Base (CMDB) within the Service Desk system ensuring accurate IT inventory documentation, IT stock management.
  • Perform timely activities related to the PC lifecycle: Install, Move, Add, Change, Refresh, Stock, Dispose.
  • Implement, configure, troubleshoot and maintain network printer/scanner MFD.
  • Implement, configure, troubleshoot and maintain desktop Teams and mobile phones.
  • Resolve backlog for incidents & SRs, report progress to end users and track root cause analysis.
  • Obtain approval and purchase hardware and software as required or requested.
  • Perform the VIP support on site when requested.
  • Under direct supervision, performs standard tasks using established methods, principles, concepts and procedures related to Service Desk activities.
  • Under some supervision, performs varied tasks and assignments involving judgment and some freedom to act.
  • Resolves questions or problems, referring only complex issues to higher level. Some evaluation, originality and ingenuity are required. Will participate in projects that are large scale deployments of client support level software or hardware.
  • Identify needs for end user training / tutorials and deliver them.
  • Perform other duties as assigned by the Service Delivery Management Teams.
 
Minimum Qualifications:
  • Bachelor’s degree or country equivalent in a relevant discipline or commensurate combination of relevant experience and certifications
  • Minimum 3 years of experience in related IT roles
  • Windows 7/10/11 user and administrator knowledge/experience (Proven MS Certifications\trainings)
  • Proven TCP/IP and networking knowledge and work experience (ICND1)
  • PC Desktop/Laptop hardware knowledge at professional level
  • Audio/Video equipment support experience
  • Proven English language knowledge working level both oral and written (intermediate level minimum)
  • Able to read and understand technical manuals, standard operating procedures, and OEM guides.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
 
Qualifications:
  • Excellent verbal and written communication/language skills required to include the ability to provide written and verbal instructions, and compile and present information clearly.
  • Demonstrated customer focus – evaluates decisions through the eyes of the customer
  • Strong analytical skills – strong problem-solving skills, communicates in a clear and concise manner and effectively evaluates information / data to make decisions
  • Anticipates obstacles and develops plans to resolve
  • Broad understanding of IT Infrastructure and support processes
  • Experience managing 3rd party service providers
  • Apple Mac, iOS and Android expertise
  • Strong track record of understanding and interest in current and emerging technologies demonstrated through training, job experience and / or industry activities
  • Change oriented – actively generates process improvements
  • Supports and drives change, and confronts difficult circumstances in creative ways
  • Knowledge of ITIL Foundations
  • Ability to present ideas in user-friendly language.
 
Pay Transparency: The typical base pay for this role across the U.S. is: $25.00 - $33.00 /hr. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match,  life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law. 
 
Consent to Communication and Use of AI Technology: By submitting your application for this position and providing your email address(es) and/or phone number(s), you consent to receive text (SMS), email, and/or voice communication whether automated (including auto telephone dialing systems or automatic text messaging systems), pre-recorded, AI-assisted, or individually initiated from Aditi Consulting, our agents, representatives, or affiliates at the phone number and/or email address you have provided. These communications may include information about potential opportunities and information. Message and data rates may apply. Message frequency may vary.
You represent and warrant that the email address(es) and/or telephone number(s) you provided to us belong to you and that you are permitted to receive calls, text (SMS) messages, and/or emails at these contacts. You also acknowledge and agree to Aditi Consulting LLC’s use of AI technology during the sourcing process, including calls from an AI Voice Recruiter. AI is used solely to gather data and does not replace human-based decision-making in employment decisions. Calls may be recorded.
 
Consent is not a condition of purchasing any property, goods, or services. You may revoke your consent at any time by replying “STOP” to :messages or by contacting

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