TargetCW - Corporate

Deskside IT Technician II

Job Locations US-MA-Lexington
Job ID 2021-6712
Category
Customer Service/Support
Type
Contract

Overview

Deskside IT Technician II

Lexington, MA 02421

$45.00 Hourly 

Medical/Dental/Vision Benefits

 

Summary

Our client  is a biotechnology company focused on delivering transformational therapies for patients with serious, genetically defined diseases. This role requires the use technical expertise to solve customers’ issues, analyzing the pain-point and communicating a solution. Document the support process with technical support software. Overall, provide excellent customer service while improving customer experience.

 

Responsibilities

  • Provide 2nd level escalation support.
  • Provide remote and on-site troubleshooting for hardware and software support.
  • Install, monitor, troubleshoot, replace, and support, desktop infrastructure, end user equipment (terminals, printers/printer consumables, multi-function devices/multi-function device consumables, mobile devices, VOIP phones, thin-clients, etc.), local and wide area networks, data storage systems, Active Directory, and other third-party software.
  • Work with VIPs, providing a “white glove” service where necessary.
  • Travel to all client sites in Cambridge, Lexington, and Worcester as needed for break/fix tickets.
  • Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement, and personnel escort.
  • Participate in project deployment.
  • Provide input and update knowledge base, as necessary.
  • Maintain an organized resource/hardware furnished storage room(s).
  • Record service process with technical applications
  • Improve customer satisfaction efficiently
  • Escalate customer dissatisfaction if unsolvable
  • Strive to resolve issues on initial contact

 

Qualifications

 

  • Bachelor’s Degree or similar working experience
  • Analytical and problem-solving ability
  • Ability to multi-task in a fast-paced environment
  • Highly reliable
  • Must be self-motivated to learn and sharpen technology knowledge and skills along with business processes.
  • Experience preferred of Active Directory, Office365 Admin Portal, VOIP, and ServiceNow Ticket tracking system.
  • Excellent verbal and written communication skills, phone etiquette, keyboarding skills, data entry skills, people skills, customer focused and service oriented, attentive to details, act with professionalism, able to multi-task.
  • Ability to work individually and within a team environment with little supervision.

TargetCW is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.

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