| Location | NULL, MA |
Position: IT Support Technician
Location: Cambridge MA
Job Type: Fulltime
Job Description
Must Have Technical/Functional Skills
Strong knowledge of desktop/laptop hardware
Very strong hands-on experience (H/W and S/W)
Good knowledge of Win 10, Win 7 & MS Office
Knowledge of Mac OS
Application / software installation and trouble shooting
Knowledge / exposure on ticketing tools (Service Now)
Strong Troubleshooting Skills
Hardware, operating system & software knowledge of laptops, desktops & mobile devices etc.
Working knowledge of supporting computer peripherals, like printers, scanners etc.
Strong hands-on experience (H/W and S/W)
Hardware, operating system & software knowledge
Roles & Responsibilities
Provides second-line investigation and diagnosis
Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
Escalates unresolved incidents/service requests within agreed timescales
Logs relevant incident/service request details as per process
Communicate with client regarding incident progress
Ensures tickets are always updated until issues are resolved
Complies with Health Safety Environment (HSE) and IT policies
Liaise with clients, IT support groups and 3rd party providers when necessary
Performs staging of PCs
Performs IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc).
Conducts hardware and software maintenance and support
Troubleshoots and resolves PC incidents and/or VIP requests
Centralized hardware and Spare part stocking and inventory management Surplus equipment management
Break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC)
Asset disposal services
Hardware vendor coordination for Break fix
Imaging & provisioning of devices. Setup and build workstations
Update AMDB including hardware and software
PC and other devices - logistics management