Desktop Support Engineer

Our client a leading Biotech firm located in Downtown Boston has an immediate need for an Onsite IT Support Technician with minimum of 5 to 7 years of technical experience in providing quality services to end users (in person) as required.

Key roles and responsibilities:  

  • Provide customer facing end-user support  
  • Provide onsite and/or remote technical assistance
  • Manage tickets in queue and ensures tickets are resolved/closed within the defined service level agreement. Responds to requests for updates on ticket status
  • Provide support with audio visual needs (including Zoom, Microsoft Teams)
  • Provide IT support for on-site or off-site events and meetings including site setup,
  • coordination with venue IT/AV contacts and stand-by support as required
  • Must be able to provide on-call support outside business hours on a rotational basis
  • Proactive identifies potential issues that could adversely impact end user experience and follows through on action steps to prevent issues
  • Install and configure laptops and associated peripherals and related software
  • Perform updates, configuration changes, or software installations.  
  • Coordinate with vendors for provision of end-user support (e.g., hardware vendor technicians for warranty repair/replacement) 
    • Responsible for the ticket fulfillment and closure
  • Coordinate with support groups and project teams for service delivery enhancements, maintenance, and upgrades
  • Provides ongoing support for co-managed soft phone devices

Experience:  

  • Proficient with Microsoft 365, Microsoft Azure, Zoom, on premise Active Directory, Intune, Crowdstrike and has extensive knowledge of supporting cloud-based solutions
  • Proven service delivery experience and end user hardware and software configuration troubleshooting 
  • Experience with utilizing Zoom and Microsoft Teams to facilitate onsite and remote meeting
  • Experience with Microsoft operating systems as well as various desktop systems, and diverse technical environments
  • Must be able to work independently and within a team environment and in regulated environment by following SOP and detailed work instructions
  • Must possess excellent customer service orientation, verbal/written communication skills and professional demeanor
  • Must possess a high-level of attention to detail
  • Work with outside vendors to resolve any outstanding issues
  • The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation. Lifting weight up to 30 lbs. to desk level

For immediate consideration please email resumes to Kenny at  Kwilliams@daleyaa.com 

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