Information Technology Desktop Support

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.

• 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

• 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.
• 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.

• 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.

• 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.

• High school diploma required; college degree strongly preferred