Desktop Support 12pm-9pm shift in Westford, MA at Volt

Date Posted: 10/5/2018

Job Snapshot

  • Employee Type:
  • Location:
    Westford, MA
  • Job Type:
  • Duration:
    8 weeks
  • Date Posted:
  • Job ID:
  • Contact Name
    Volt Branch
  • Phone

Job Description

VOLT has partnered with a direct marketing organization in Westford MA to find a Desktop Support professional to join their team for the 12pm-9pm shift.  This role is expected to last through the end of the year at this time.  Candidates who are available for this shift and duration are encouraged to apply.

The Support Technician is the first line of support for all internal desktop, laptop and other device management and maintenance.  He / She is responsible for interacting and supporting all users that you are assigned to so that you resolve all desktop related issues that arise in a responsible, efficient and timely manner.  This position may require some on-call support to perform maintenance activities during non-business hours.  

The specific responsibilities of the IT Desktop Support include;

  • Take initial calls from end users, log incident and work to resolve issue
  • Provide first level diagnosis for potential resolution
  • Direct other calls to the appropriate Resolver Group
  • Escalate calls that cannot be resolved by either Level One or Level Two
  • Monitor tickets and prioritize work
  • Provide users with status of open tickets upon request
  • Process new hire, term and move requests, creating the appropriate work items within the ticketing system
  • Create profiles for new hires / modify existing profiles when required
  • Engage 3rd party vendors when needed and document accordingly
  • Troubleshoot hardware and software issues based on priority
  • Perform repairs for equipment failures
  • Connect new workstations to network and host systems
  • Perform equipment moves or equipment upgrades, if required
  • Perform application software installation
  • Perform physical inventories
  • Perform data migration services if requested
  • Maintain loaner laptop pool
  • Assist with desktop/laptop imaging and audio/visual requests, as needed
  • Any other activities assigned by your manager

What you need to be successful

  • Bachelor’s degree in Telecommunications, Engineering, Computer Science, Business Science or equivalent experience desired
  • Experienced working with Vendor Support
  • Understanding of and ability to interpret process flow diagrams
  • Functional knowledge of the Microsoft Office Suite (Word, Excel, Visio, PowerPoint/O365, Appreciation and ability to articulate the value of enterprise change management
  • Self-motivator that manages time well and can manage multiple demanding projects concurrently
  • Excellent customer service skills
  • Proven analytical problem-solving skills
  • Excellent written and verbal communication skills

What we would LOVE to see!

  • Desired certifications: MSSA, MSCE, CCNP, RHCSA, RHCA
  • Basic familiarity with ITIL framework
  • Experience working in Sales Center/Call Center

VOLT is an equal opportunity employer