IT Technical Support

We are searching for an IT Technical Support. The candidate should have strong Level I or Level II experience.

Location: Waltham, MA

On-site: 4-5 days per week in Waltham, MA, 8:00 AM–4:00 PM EST.

Key responsibilities:

Hardware/software installations, configurations, troubleshooting; support for desktops, laptops, printers, mobile devices, peripherals, and conference room AV; ticketing (log, categorize, document, track); documentation of standard operating procedures and hardware/system inventory; initial diagnosis and first-contact resolution; escalation to Level 2/Level 3 and follow-up to closure.
Service during standard business hours.

Job Description:

Provide basic Help Desk coverage and support in an accurate, timely, and professional manner.
* Analyze, troubleshoot, and resolve all basic reported issues (software, hardware, and processes) in a logical and systematic method.
* Log and document all necessary information and detail for every customer contact.
* Identify and escalate critical incidents with a strong sense of urgency and ownership.
* Prioritize work and set expectations for all incidents and requests.
* Identify and initiate proactive, basic solutions that improve efficiency and/or effectiveness.
* Collaborate with customers (of all levels of the business), team members, and support teams to identify incident details and request requirements.
* Perform daily preventative maintenance on all necessary peripheral devices (e.g. scanners).

Requirements:

* Educational background in IT, specifically Help Desk and/or Networking
* A+, Network +, preferred
* Must have experience working on a Technical Help Desk, Technical Troubleshooting experience, understanding of: DNS, DHCP, AD, LAN/WAN, etc.
* Ability to work independently.
* Ability to proactively train on new technologies a plus Ability to perform network traffic analysis using network capture tools
* Experience with network management and monitoring tools.
* Ability to work in a strong team environment as well as independently as the need arises.
* Demonstrated expertise in analyzing and solving complex technical problems.

• Compensation range is flexible based on experience.

Please email your resume today.

Job Type: Full-time

Pay: $ $32.00 per hour

Work Location: In person