Help Desk Support Technician

One of our clients in Boston, MA, is urgently looking for Help Desk Support Technician.

Hourly Rates: $28 - $30 per hour (W2)

Duration: Long-term

Must Have:

Should have at least 5 years of experience with the following:

Break-fix support for Laptop, desktop, tablets and associated hardware peripherals

Hands-on experience with imaging and configuring laptops and desktops

Expertise in providing support to O365 including Active Directory

Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs

Support for the Mobility devices. Experience with JAMF and iPhone support would be a plus

Experience with Ticketing system - ideally with ServiceNow

Responsibilities:

Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance

Respond to end-user requests for updates on ticket status and promptly follow up as needed.

Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)

Perform managed print service invoicing/meter read/polling report verification

Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs

Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.

Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support

Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.

Provide On-call support if required outside business hours on a rotational basis

Permanent