Overview: Our client in Somerville, MA is looking to hire a full-time, Desktop Support Specialist Tier II to come on-site 5 days per week Monday - Friday that will be a member of the Digital Solutions Tier II team responsible for Level II support of desktops, applications, and related infrastructure across the organization. The person responds to telephone calls, email, and personnel requests for technical support. The Tier II Engineer identifies, researches, resolves, or escalates technical problems and documents, tracks, and monitors issues to ensure timely resolution.

Schedule:

On-site in Somerville, MA 5 days per week *non-negotiable
Monday to Friday
Travel on an at-need, repair basis to other sites in the Greater Boston area *non-negotiable

Minimum Knowledge and Experience:

Provide professional, consistent, and responsive support services across the organization following Help Desk processes required to deliver high quality customer service.
Provide Level II support for desktops (hardware/software), business applications, peripherals (e.g., printers, scanners), and the network.
Use troubleshooting experience, available documentation and best practices to diagnose hardware, software and production application issues to resolve customer issue on initial contact.
Log all calls and document actions and issue resolution using the designated ticketing system.
When required, escalate calls to appropriate resources.
Configure desktops (hardware / software) for new users.
Configure, troubleshoot, setup and upgrade cell phones for users.
Perform software / hardware upgrades.
Troubleshoot corporate technology including; desktop computers, laptops, printers, etc.
New and existing employee set up (creating accounts, configuring desk tops).
Log all new and re-issued hardware in the designated asset or ticketing system when issued, in maintenance, retired, or disposed.
Participate in the on-call rotation for after hours service calls.
Travel on-site to other locations on a repair, at-need basis.

Skills:

Understanding of complex operational environments and the key disciplines required to deliver service excellence, with proven ability to support change in a structured organization.
Proven ability to adapt to innovative technologies and tools that create efficiency and accelerate change.
Demonstrated capability to represent the organization as a credible ambassador to stakeholders, partners, and internal leadership.
Ability to influence wider organizational culture through systemic, sustainable approaches.
Key personal traits: forward thinking, proactive, resilient, sound judgement, innovative where required, driven by a relentless pursuit of excellence.
Excellent written, verbal, communication, interpersonal, and presentational skills
Ability to lift equipment, etc.

Key Accountabilities (Essential Job Duties):

Ability to diagnose and troubleshoot common hardware problems on a personal computer
Ability to install software
Customer Service skills, including active listening, de-escalation and excellent oral and written communication.
Ability to re-image computers and set up user workstations
Ability to research issues and common problems independently
Ability to reset user passwords and create user accounts in Active Directory
Completes other duties as assigned

Qualifications, Education and Training:

High school diploma required; college degree strongly preferred
Windows: 2 years (Required)
Mac OS: 2 years (Required)
Microsoft Teams: 2 years (Preferred)
Microsoft 365: 2 years (Preferred)
Google IT Support Professional
CompTIA A+, Network+, Security+
Microsoft MTA
ITIL Foundation

Benefits:

401(k)
Dental insurance
Health insurance
Paid time off

Vinebrook Technology

New Jobs

Information Technology Desktop Support