Job Details
** Sr. Desktop Support Specialist**
**Job Category****:** Information Technology **Requisition Number****:** SRDES002261 Showing 1 location **Job Details**
**Description**
Primary responsibility for Onsite Support Services including, but not limited to Desktop Support, laptop, mobile devices, software, asset management, network connectivity. Sr Desktop Support Specialist will support customers directly onsite and remote. Windows and MAC environment. Support two physical locations. Develop and produce metric reports.
**Full-time onsite shared between 2 locations Framingham and Woburn, MA**
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Troubleshoot and resolve customer support issues onsite and remote
Ensure support tickets are resolved in accordance with Service Level Agreements and customer policy / procedures
Configure hardware / software to customer specifications
Identify continuous improvement opportunities with processes / support issues.
Create support documents as required.
Deliver support for reported problems with desktop computers, laptops, peripherals and mobile devices.
Install and configure desktop computer hardware, software and peripherals using standard procedures.
Work with vendors to troubleshoot and resolve issues.
Work with a variety of computer images for Windows and Mac OS systems.
Evaluate new product versions and recommend upgrade schedules.
Set up and troubleshoot domains, user accounts and software accounts.
Configure, test, and troubleshoot network connectivity and wireless access for local and remote computers or devices.
Add or replace memory, new keyboards, motherboards, and other components.
Format, install, set up, maintain, and troubleshoot desktop and laptop computers with and for end users.
Coordinate with vendors to resolve problems.
Must be able to lift 50 lbs
Maintain asset inventory
KNOWLEDGE, AND ABILITIES
Ability to work as part of a team
Excellent written and verbal communication skills
Customer-centric attitude
Ability to communicate technical problems and instructions to end users in terms that are easy to understand.
Understanding of importance of proper documentation
Strong Troubleshooting skills
Drive to provide continuous process improvements on delivered role
SKILLS REQUIRED FOR THE POSITION
Windows OS Support XP, 7,10
Laptop hardware troubleshooting
mobile device and MDM experience, iOS and Android
Installation of software
Network connectivity troubleshooting
Windows 10 experience required
EDUCATION AND EXPERIENCE:
A bachelor's degree in information technology or a related field is necessary for this position. Additional industry certifications and customer oriented working experience may be preferred. They should have advanced knowledge of different operating systems and network solutions. Must have at least three years experience working on desktop support role, not just phone support.
MSCE Certifications a plus
LOCATION/WORKING ENVIRONMENT
Work on a client site is required. Shared onsite hours between Woburn and Framingham, MA
CORPORATE CULTURE AND VALUES
Astadias foundation for our success is our corporate culture, based on our values and principles. These include the highest level of commitment to integrity, quality, performance and teamwork. These are not just words. We not only assess and evaluate all employees on performance, but on how they live up to our core values and principles. Astadia is committed to continual development of our employees that allows future growth and career advancement to provide the means for a long-term career. We need great people to do great things!
PHYSICAL REQUIREMENTS/DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Disclaimer: This document describes the minimum, essential duties, responsibilities, skills, abilities, effort, and working conditions of the position. It in no way implies that these are the only functions to be performed by the incumbent. Workers are required to follow any other job-related instructions and to perform any job-related functions requested by a supervisor or manager. Successful performance requires that the incumbent possess and utilize the abilities and skills described. All functions are subject to reasonable modification to accommodate individuals with disabilities. Some functions may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or others.
ASTADIA IS AN EQUAL OPPORTUNITY EMPLOYER
FEMALES, MINORITIES, VETERANS, DISABLED AND OTHER PROTEC
**Qualifications**
**Skills**
**Behaviors**
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**Education**
**Experience**
**Licenses & Certifications**
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)