Deskside Technician II - Boston, MA

Epsilon - Boston, MA

Full-time - Mid Level

Boston, MA

51-100 employees

Professional, Scientific, and Technical Services

About the position

The Deskside Technician II position at Epsilon involves providing technical support and maintenance for IT equipment at the Internal Revenue Service's Boston location. This role is crucial in ensuring that new and existing IRS employees have the necessary technology and support to perform their duties effectively. The technician will be responsible for installing and configuring operating systems, troubleshooting technical issues, and managing inventory of IT equipment.

Responsibilities

• Install and configure Windows 10/11 operating systems and standard business applications on laptops and desktops for new end-users.
• Provide support for deskside incident management and routine installation of IT computer and telephone equipment.
• Repair, maintain, and resolve technical problems with deskside IT equipment, including laptops, desktops, telephones, printers, and scanners.
• Troubleshoot and resolve assigned trouble tickets, providing timely updates in the ticketing system.
• Maintain electronic inventory and surplus inventory, ensuring replacement equipment performs as required.
• Distribute peripheral IT equipment supplies and support the maintenance of LAN and WAN components.
• Provide on-site support for delivery of new systems and supplemental support for remote delivery.
• Participate in receipt/asset control of systems for deployment and execute asset control procedures for refreshed systems.
• Assist government personnel with shipment preparation of retired equipment inventory.
• Set up and test replacement workstations, confirming customer satisfaction.

Requirements

• Must be a U.S. Citizen or lawful permanent resident.
• Minimum of 4 years' experience as a Deskside Technician or similar position.
• Experience with imaging Windows devices and installation/configuration of Windows 10 devices.
• Proficient in software installation and updates, MS Office 365 troubleshooting, and Active Directory.
• Experience with Help Desk Ticketing Systems (ServiceNow) and VPN troubleshooting.
• Familiarity with Dell and/or HP laptop hardware and software.
• Outstanding diagnostic, problem-solving, and analytical skills.
• Excellent customer service skills and communication skills.

Nice-to-haves

• Experience with Cisco IP phones setup and configuration.
• Knowledge of inventory management skills including use of barcode scanner devices.

Benefits

• Paid holidays
• 401(k)
• Paid time off
• 401(k) matching
• Professional development assistance