Senior Helpdesk Technician VFA
THIS JOB HAS EXPIRED Job Responsibilities:
Act as the senior member of the Help Desk function.
Assist in the training and mentoring of Help Desk personnel while providing hands-on support.
Assume leadership role in the management of queue; prioritize, assign, and respond to Help Desk service requests to ensure courteous, timely, and effective resolution.
Resolve escalated customer and vendor issues.
Analyze Help Desk performance, identify problems, and deliver solutions to enhance service quality.
Recommend and implement formal procedures for consistency and increased productivity.
Maintain asset and configuration management database of corporate laptop/desktop computers, phones, and associated software.
Assist with the preparation of departmental business plans, budget, and metrics.
Participate and assist in driving knowledge management, problem management, and configuration management processes.
Provide hands-on support and team leadership for the following desktop platforms:
laptop and desktop computer hardware, software, and peripherals;
desk phones (Cisco IP phones) and smartphones (Apple and Android devices);
desktop and network printers.
Maintain knowledge of industry trends and potential impact on the IT support business.
Desktop support expert with 3-5 years of solid computer experience.
Strong leadership and technical troubleshooting skills.
Ability to take initiative, work independently, manage day to day tasks with a minimum of supervision.
Outstanding communication skills, enthusiasm, and ability to handle multiple tasks and prioritize support and project support requirements.
Strong work ethic and commitment to providing excellent customer service.
Ability to maintain effective working relationships with manager and colleagues.
Advanced Windows 7 system configuration and troubleshooting skills.
Expert knowledge of Microsoft Windows 7, Outlook, and Office applications.
Proficiency in imaging and deployment of PC?s in a corporate environment; working knowledge of Acronis or Microsoft System Center.
Knowledge of networking principles, practices and technologies (TCP/IP protocol suite).
PC hardware and printer support experience.
Ability to work flexible hours, including evenings and weekends.
Must be able to carry at least 30 lbs.
Experience in a team leader type role within an IT Help Desk area.
Familiarity with industry best practices for IT service management, delivery, and continuous improvement (ITIL).
Experience creating and maintaining policies and procedures.
Experience supporting Android and Apple smartphones.
Working knowledge of DNS, WINS and DHCP.
LAN/WAN troubleshooting and administration skills.
Working knowledge of BATCH scripting or Windows Scripting Host.
Familiarity with Windows and Mac PC platforms.
Experience with maintaining asset management systems.
This is a demanding and challenging position. Our environment is one of constant change. The successful candidate should have a positive attitude and a willingness to adapt to changing requirements. This is an exciting opportunity for the candidate to develop within a fast-growing company.
||266 Summer Street |
Boston, MA 02210
THIS JOB HAS EXPIRED