Help Desk Technician

Job Description

Duration

12

Duration Unit

Month(s)

Req Description

Description

This position is a part of the Help Desk group at the Massachusetts General Court. The role of the Help Desk Technician is to assist users who are experiencing any procedural or operating difficulty with the use of IT applications, products or services. As the Help Desk Technician is the first point of contact for all user support questions and problems, it is a critical role whose success depends on upon providing users with prompt and effective solutions.

Duties and Responsibilities:

• Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties with Hearing Room and Chamber technology. • Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority • Determines most effective manner to resolve end user technical issues. Engages in research and indepth troubleshooting to resolve problems. Consults with Operations group when necessary. • Verifies that suggested solutions effectively resolve the user’s problems through verbal and/or email follow up. Engage customers for feedback and opportunities for improvement. • Perform remote troubleshooting and support when appropriate. • Learn and incorporate any necessary new skills and processes to provide service on new and evolving environment. • Utilize industry standards in creating, maintaining, and utilizing ticketing system. Update ticketing system with accurate and timely information • Expand and utilize knowledge base system to increase resolution times. • Monitor environment to ensure that all desktops and laptop PCs remain in compliance. • Install, test, and configure new workstations, peripheral equipment, and software. • Maintain inventory of all equipment, software, and software licenses. • Assist with onboarding and training of new users. • Escalate unresolved tickets in a timely manner through appropriate levels of escalation.

Enterprise Req Skills

windows 7,windows 10,printers,Microsoft Windows,Active Directory,Jira

Job Title

Help Desk

Top Skills Details

1. Minimum of 3 years experience providing end user support for network printers and workstations running Windows 7 or higher in an Active Directory environment

2. Expert knowledge of Microsoft Windows 7/10

3. Experience with an enterprise level ticketing system (they use Jira)

Worksite Address

BOSTON,Massachusetts,United States,02133-1099

Drug Test Required

false

Experience Level

Intermediate Level

External Communities Job Description

A public sector client is seeking an IT Help Desk Technician to join their team to provide end user support for network printers and workstations running Windows 7 or higher in an Active Directory environment, both over the phone support/remote and face to face.

EVP

• work/life balance

• meaningful work

• ability for upward mobility

• long term employment (long term contract with year over year extension and the opportunity to flip perm at any point)

•

Work Environment

• Windows Environment

• Business Casual dress for the IT team

• White glove service

• Professionalism is a must

• No remote flexibility - onsite M-F

• Good work/life balance - contractors are limited to 37.5 hours/week

• No on call, night or weekend work

Additional Skills Tags

Microsoft Windows,Active Directory,Jira

Additional Skills & Qualifications

Professional Knowledge and Skills:

• Expert knowledge of Microsoft Windows 7 SP1/Office 2010 or higher in an Active Directory environment. • Working knowledge of Microsoft Active Directory, Group Policy, Windows Print Services, Shared Directories, and other network services.

• Experience configuring, maintaining, and supporting HP network printers and enterprise level MFPs (Xerox, Ricoh, HP, etc.) • Possession of excellent analytical, problem solving, interpersonal, oral and written communication skills. • Working knowledge of TCP/IP networking, including DHCP, ARP, DNS, routing and switching. • Ability to independently initiate, manage, execute, and report tasks, as identified. • Experience with an enterprise level ticketing system.

Experience and Education:

• Associates degree in Computer Science or related discipline preferred. Relevant experience may substitute for the degree requirement on a year for year basis. Minimum three years work experience providing end user support for network printers, workstations running Windows 7 or greater in an Active Directory environment. • CompTIA A+, Network+, or Microsoft certification preferred.