Desktop Engineer

Position Summary:
 
Our client a well established and growing Biotech firm has a need for an IT resource, in their Boston office, in a hybrid work environment. The IT Systems Administrator & amp; Help Desk Engineer will act as a trusted IT resource for our client. He/she will interact directly with key stakeholders in the business and play an instrumental role to drive successful execution of technical support for all staff, consultants, and enhancements.

Responsibilities:

  • Serves as a point of contact for all technical support issues at Boston office, Indiana office, and for remote based employees
  • Provides technical support to resolve network issues, configuring operating systems, as well as remote desktop connections
  • Diagnoses and troubleshoots software and hardware problems
  • Monitors ticketing system and ensures tickets are addressed in a timely fashion
  • Provides remote support to customers over the phone using remote assist tools
  • Triage between customers and vendors to assist in resolving customer issues with hardware, software, communications (networks/ISP’s), and desktop applications
  • Applies technical knowledge and systems/software expertise to identify root cause of issues (responding / articulating solutions and post issue corrective documentation)
  • Addresses customer needs and concerns appropriately and promptly, escalating tickets with service provider(s) as needed
  • Strong on site preference at Boston office location

Required Qualifications:

  • 10+ years’ help desk experience (Level 1-2, Level 3 preferred)
  • Customer centric; white glove, etc.
  • Experience interacting with 3rd party help desk service providers (supervising preferred)
  • AD on prem and Azure proficiency (certification preferred)
  • Experience supporting enterprise apps (i.e., Office 365 Suite, MS/Okta SSO, BOX, DocuSign, SharePoint, Teams, Zoom, VDI, System imaging
  • Create SWI, SOP, KBs, etc.
  • Experience as the key IT help desk resource in a growing life science-based company
  • Offboarding and Onboarding help desk service providers (preferred)
  • Demonstrating exceptional customer service skills to improve the customer experience, and achieve customer satisfaction by providing highly technical troubleshooting of complex issues to meet issue resolution and achieve customer satisfaction
  • Knowledge in implementation and troubleshooting of network devices VPNs
  • Works independently and collaboratively to resolve problems
  • Strong documentation skills (training documentation)
  • Excellent verbal and written skills
  • Highly accountable for the results and outcomes of their responsibilities and understands the impact of their efforts, results, and attitudes on others
  • The successful candidate will also embody the values and purpose of creating value for those the client has the privilege to serve:
    • We take pride in our work
    • We keep our promises and deliver
    • We are driven to meaningfully innovate
    • We succeed through inclusion and teamwork

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