Desktop / Field Support Technician

Cynet Systems•Malden, MA

1d•Onsite

About The Position

This position is for a Desktop / Field Support Technician responsible for providing technical support to end-users. The role involves troubleshooting and resolving IT issues related to various devices and software, performing infrastructure administration, and ensuring timely delivery of services within agreed service level agreements. The technician will also be responsible for end-user training and guidance, recommending upgrades, and performing other assigned duties in a business-as-usual or project-based environment.

Requirements

7+ years of experience in Desktop Support and Field Support.
Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphones, etc.
Strong technical skills in Microsoft Windows 11 (including legacy versions), Office 365, Teams, Google, Service Now and other well-known applications.
Administration experience of Azure, Intune, MS Active Directory users & groups, policies and management concepts.
Basic known workings of LAN technologies and hardware.
Ability to support technically video conferencing equipment.

Responsibilities

Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support.
Providing 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement.
Working on customer ticketing to ensure the timely delivery of service, along with regular, professional, user-facing updates.
Providing infrastructure administration functions.
Providing on-site cover as part of a shift arrangement.
Support inline with contracted business working hours.
Provide site support in remote offices when required.
Troubleshooting and resolving software issues; OS Imaging/reimaging and associated systems administration activities.
Taking ownership of issues through to resolution on all appropriate requests.
Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
Ensuring regular customer interaction to adhere with update SLAs and high levels of customer service.
Providing daily ticket updates to ensure users are fully updated on updates.
Move equipment associated with service requests, inline with health and safety guidelines.
Performing asset inventory activities as needed.
End user training and guidance on the use of hardware and software.
Recommends and/or performs upgrades to end user devices.
Performs other duties as assigned.