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Allegis Group - Boston, MA
posted about 2 months ago
About the position
The Desktop Support role is focused on providing exceptional technical support to end users, serving as a subject matter expert for audio-visual platforms, and ensuring the operational functionality of IT equipment. This position involves collaboration with the IT team and vendors, troubleshooting technical issues, and supporting company events. The role also includes managing user accounts, documenting technical procedures, and maintaining a knowledge base for end-user training.
Responsibilities
- Take on all escalations for the end user support team
- Serve as subject matter expert for all AV platforms used (Zoom, Teams)
- Collaborate with Information Technology team and vendors to ensure equipment is maintained and functioning operationally
- Support company events, such as company and department level town hall meetings/webinars (equipment setup, testing and event support)
- Engage in root cause analysis of technical issues to assist with troubleshooting and issue resolution
- Perform systems functionality checks and document, troubleshoot, resolve, and/or escalate any identified issues
- Provide exceptional customer service at employees' desks and remotely over the phone using remote desktop tools
- Assist employees with installation, configuration, and troubleshooting of computer hardware - laptops, desktops, peripherals, printers, mobile devices, and conference room technology
- Install and support desktop software for corporate laptops
- Setup IT equipment at employees' desks, in the labs, and in conference rooms
- Assist with the onboarding and offboarding process, provision/deprovision user accounts and application access, create and maintain laptop images
- Create and administer email, web applications, and file systems
- Document and resolve all tickets in a timely manner through ServiceNow (Switching to Fresh service)
- Manage and meticulously document employee hardware and software license usage
- Interact with vendor support to resolve technical problems with hardware and/or software
- Support in the testing and deployment of new applications and systems
- Create and maintain internal IT knowledge base articles to document procedures and provide end user training.
Requirements
- Strong T2/3 level technical skills
- Experience with desktop support and troubleshooting
- Proficiency in Active Directory and Azure
- Knowledge of Microsoft Office 365 and Intune
- Experience with audio/video technologies such as Zoom and Teams
- Excellent customer service skills
- Ability to document procedures and maintain knowledge base articles
- Project management experience
Nice-to-haves
- Customer/Experience focused
- Personable
- Comfortable under pressure & talking with C-Suite
- Strong organization and time management skills
- Pro-active vs. Re-active approach
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
