Sr. Desktop Support Technician

Sr. Desktop Support Technician needed for a Contract to Hire position in Waltham, MA!

The Sr. Desktop Support Engineer provides on-site and remote technical support to client's end users, contractors and service providers. This individual proactively addresses complex technical issues, mentors junior staff, leads IT projects, and focuses on strategic improvements such as process automation, advanced troubleshooting (hardware/software/network), VDI, MDM, security compliance, and ensuring smooth, efficient end-user IT services, including VIP/Executive clients, bridging L2/L3 support gaps and ensuring a stable and robust operating environment.

Responsibilities:

• Address user tickets regarding computer hardware, software and networking
• Walk users through installing applications and computer peripherals
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting or provide in-person support in the office
• Monitor and manage ITSM/SD Service Requests and Ticket Queue.
• Support client's desktop application portfolio
• Document technical issues and solutions
• Manage request and incident escalations as required
• Maintain open communications with end-users on open support requests/incidents
• Ensure quality of services provided through follow-up communication with end-users
• Report user feedback and communicate potential product requests with other fulfiller groups
• Create and maintain technical documentation and manuals
• Process onboarding & offboarding of employees/contractors
• Deliver required IT equipment/devices to remote employees/contractors
• Adhere to policies as per corporate manuals, policies and directives
• Provide White Glove service level to executives and VIP users

• Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
• Hands-on experience with Microsoft Windows 11/macOS, IOS, and Android environments
• Working knowledge of office automation products and computer peripherals, such as printers and scanners
• Experienced with security practices around network, desktop systems and anti-virus/anti-malware programs
• Experienced with Microsoft Office M365 administration/Azure Active Directory and Microsoft Security
• Ability to perform remote troubleshooting and provide clear instructions
• Ability to setup and configure mobile devices iPhone/iPad/Android
• Excellent problem-solving and multitasking skills
• Customer service-oriented attitude
• Ability and presence to work with executives and VIPs in high pressure/critical situations

• Experience in Life Sciences
• Experience with Mime Cast administration
• Experience Exchange/Teams/Enterprise Apps administration
• Experience with ITSM platforms and KPI reporting
• Experience in IT Quality, Clinical, Research space

• Bachelors degree in Computer Science or 5 years relevant experience