Desktop Technician

The Savings Bank Mutual Life Insurance Company of Massachusetts•Woburn, MA

3d•Hybrid

About The Position

The Desktop Technician will work as part of a well-rounded Desktop Support Team and alongside the Infrastructure Team to deliver prompt, quality service to the company’s user base in both physical and virtual environments, onsite and remotely. This role focuses on day-to-day end-user support, onboarding assistance, and helping keep endpoints and applications current. The technician will assist with endpoint management and virtual desktop solutions such as Horizon View and SCCM, with exposure to additional tools as needed.

Requirements

3-5 years of Desktop support experience
Bachelor’s degree or equivalent IT experience
Strong written, oral, and communication skills
Strong interpersonal and customer service skills
Strong problem solving and multitasking skills
Working familiarity with Active Directory user and group management (password resets, account unlocks)
Experience supporting Windows desktop operating systems
Familiarity with Office 365 end-user support (administration exposure a plus)
Exposure to imaging and application deployment processes (SCCM experience a plus)
Basic understanding of endpoint security practices and safe computing standards
Ability to work hybrid office schedule – 3 days in office including mandatory Wednesdays.

Nice To Haves

Familiarity with telephony/VoIP and collaboration tools (Teams) is a plus

Responsibilities

Address user issues related to PC hardware, software, peripherals, and basic networking
Respond to and track incident and service request tickets in Jira Service Management; escalate as appropriate
Asset & inventory management, including device lifecycle tracking and hardware swaps
Assist in on-boarding and off-boarding of employees, including workstation setup and coordination for access & identity requests
Provide end-user support for on-premises and cloud applications
Support VoIP telephony & contact center platforms, and teleconferencing systems
Assist with maintaining, deploying, and updating system images and software using SCCM and Omnissa Horizon View
Install, configure, and troubleshoot approved user applications
Install and maintain computer peripherals
Assist with software upgrades and hardware refreshes
Create and maintain documentation for common support tasks and application installation/use
Develop and maintain positive and cooperative relationships, inside and outside the team
Perform other related duties as required