Desktop Support Specialist

Cell Signaling Technology•Danvers, MA

1d•$55,000 - $67,000•Onsite

About The Position

The primary function of the Desktop Support Specialist is to provide day-to-day onsite support to the company’s 500+ employees, including troubleshooting and resolution of Macintosh and Windows hardware, software and network issues. The ideal candidate is highly customer focused and possesses strong analytical and troubleshooting skills. You'll have the opportunity to... End User Support & Customer Service (50%) Answer and respond to telephone, walk-in, email, and self-service requests in a courteous and professional manner. Provide quality end-user support, including in-person break-fix, remote assistance, and request fulfillment for new hardware and software. Provide support for remote employees (e.g., VPN connectivity, password resets). Triage and escalate issues to other IT departments as appropriate. Enter, update, and close all support activity in the ticketing system within SLA. Hardware & Software Management (15%) Install, upgrade, troubleshoot, and configure desktops, laptops, tablets, phones, peripherals, and related hardware. Install, upgrade, troubleshoot, and configure commercial, custom, and SaaS software applications. Meeting & Collaboration Technology (15%) Provide support for meetings and conference rooms, including web, audio, and video technologies. Infrastructure & On-Call Support (10%) Participate in after-hours on-call support on a rotating basis. Assist with the coordination and execution of planned and unplanned infrastructure downtime activities. General Responsibilities (10%) Perform all other duties as assigned.

Requirements

High School Diploma or equivalent.
Minimum 2 years of relevant experience supporting end users.
Experience with and expertise in Windows technology, including Windows 10.
Excellent Customer Services skills both in person, via phone and written via a remote session/email/IM, etc.
Experience with and expertise in Apple technology, including MacOS and iOS.
Physically able to safely lift and carry up to 40 pounds to move, install, unpack PC equipment, office supplies, etc. as required.
Transportation to drive between two locations (Danvers and Beverly)
The ability to perform repetitive motions with the wrists, hands, and fingers.
The ability to extend hands and arms in any direction to access materials, equipment, or a keyboard.
The ability to sit for long periods of time (often more than 70% of the workday).
Ability to view and read information from a computer monitor, reports, and documents.

Nice To Haves

Associate Degree in IT, MIS, CS (or related)
Technical certifications are a plus (Microsoft, Apple, A+ etc.)
Prior experience supporting a laboratory environment.
Experience administering or using client/endpoint management software (InTune, LANDesk, JAMF, etc.)
Experience with ticket management software.
Experience in the administration of user accounts and properties – creation, deletion and maintenance etc.
Experience supporting users in an Active Directory environment.
Experience supporting Google G Suite and related technologies.
Strong analytical and troubleshooting skills.
Strong organizational skills and the ability to stay on track and manage tasks over time. Able to assess, set priorities and prioritize tasks dynamically as needed.
Strong written and verbal skills with the ability to effectively communicate with all levels of staff.

Responsibilities

Answer and respond to telephone, walk-in, email, and self-service requests in a courteous and professional manner.
Provide quality end-user support, including in-person break-fix, remote assistance, and request fulfillment for new hardware and software.
Provide support for remote employees (e.g., VPN connectivity, password resets).
Triage and escalate issues to other IT departments as appropriate.
Enter, update, and close all support activity in the ticketing system within SLA.
Install, upgrade, troubleshoot, and configure desktops, laptops, tablets, phones, peripherals, and related hardware.
Install, upgrade, troubleshoot, and configure commercial, custom, and SaaS software applications.
Provide support for meetings and conference rooms, including web, audio, and video technologies.
Participate in after-hours on-call support on a rotating basis.
Assist with the coordination and execution of planned and unplanned infrastructure downtime activities.
Perform all other duties as assigned.