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Deskside Support Specialist

The Computer Merchant, Ltd Boston Contractor
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Deskside Support Specialist
Long-Term Contract
Boston, MA

This Deskside Support Specialist is a staff augmentation resource for the Chief Medical Examiner's Office. The candidate must be comfortable being around cadavers. The candidate cannot be sensitive to smell. IT Support work may be done on PC carts that are outside of the morgue rooms.

As a Deskside Support Specialist you will provide service, support, and maintenance for the client area networks along with the development and implementation of technical projects throughout the EOPSS. The Deskside Support Specialist ensures IT issues are addressed, resolved, escalated, communicated and tracked while focusing on customer service and end user satisfaction. This position will also assist in managing LAN operations at Site, software and hardware installations, inventory control, and second level training.

Asset Management:

  • Maintain inventories of all EOPSS IT assets
  • Implement EOPSS IT enterprise images for PC's (Desktop/Laptop)
  • Install operating systems and software; patch systems and protect against viruses/malware
  • Install, configure, and troubleshoot devices; utilize IT tools for remote management of desktops and laptops, track inventory, push patches and upgrades

Technical & Desktop Support:

  • Provide user friendly, on-hand support to the users in multiple locations
  • Inform customers on the status of their requests and ensure customer satisfaction
  • Handle tickets effectively within timeframes outlined in service level objectives
  • Assist Telecom with movement of IP phones as required
  • Act as the contact person for office wiring/cable installations
  • Install, configure and support state issued mobile devices and other tech devices such as iPads and tablets
  • Perform system analysis and troubleshooting functions as they relate to the LAN/WAN infrastructure
  • Install and maintain communication connections between workstations, printers, etc.
  • Assist in server installation/maintenance and act as liaison between vendors and third level support for LAN/WAN peripherals such as switches, routers, modems, hubs etc.
  • Assist with:
    • Local backup and restore process to include swapping tapes, restoring files, and transfer of media
    • Troubleshooting and resolving Network issues
    • Monitoring and maintaining the health and integrity of the network
    • Local backup and restore process
    • Site specific projects as related to network infrastructure & server support

Administration Support/Workflow:

  • Work collaboratively with internal and external groups to improve overall customer service and support
  • Perform timely response and support during scheduled and authorized non-business hours
  • Clearly communicate and/or escalate any IT operations issues or disruptions (planned or unplanned) to minimize user impact
  • Complete all activities within EOPSS security policies and practices to insure the safety and privacy of data, its clients and its resources.
  • After hours support as authorized and required

Equal Opportunity Employer Veterans/Disabled

Required knowledge, skills & abilities:

  • 5+ years of relevant experience supporting Microsoft Operating Systems preferably in a service desk environment with a helpdesk ticketing system and call queue
  • Must be able to handle high pressure scenarios in a timely fashion
  • Excellent technical knowledge of network and PC hardware, including Microsoft Windows Server, Microsoft Office Suite, Windows Desktop Operating Systems & PC hardware configuration skills
  • Experience with Active Directory account creation, password resets, distribution groups and other AD functions
  • Strong knowledge of Microsoft Exchange (including O365, EMS, and Azure)
  • Working technical knowledge of current network protocols, operating systems, and standards
  • Strong knowledge of network technologies involving Local Area Networks (LAN), Wide Area Networks (WAN) and Virtual Private Networks (VPN)
  • Thorough understanding of WAN, LAN, and VPN network protocols such as TCP/IP and network diagnostic tools and techniques
  • Experience facilitating new user setups including but not limited to phone setup, network port activation and testing, PC setup, network account creation, etc.
  • Experience deploying/imaging desktops and laptops and performing hardware diagnostics.
  • Excellent written and oral communications skills
  • Strong service orientation and time management skills

Education and Certifications:

  • Bachelor's Degree in computer science, Information Systems, Business Administration or other related field, or equivalent work experience
  • A+, Network +, or other IT industry standard certifications desirable
  • Microsoft Certified Professional MCSE: Mobility highly recommended
  • Microsoft Certified Professional MCSE: Core Infrastructure optional

Skills required

Technical Support
Information Technology
Operating Systems
Computer Hardware
Server (Computer Science)
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The Computer Merchant was founded in 1980 by John Danieli, a former Marine Corps database programmer, to help businesses and institutions meet the complex challenges of the technology revolution. Central to our company's mission was providing clients with unparalleled IT solutions and staffing services. John's perseverance in building lasting relationships based on knowledge, quality, commitment and responsiveness remains intact today. John continues to serve as President and CEO of the company.

Over the course of the past 25 years our company has refined its Service Advantage Platform to consistently deliver critical IT solutions and staffing expertise with the fastest response time in the industry. We have maintained a comprehensive database of our technical engagements and leveraged the collective knowledge of our consultant network to define and deliver best solutions and strategies.

Today, The Computer Merchant operates nationwide through regional hubs with access to our centralized network of highly skilled consultants. Our company has become a preferred service provider to the world's leading IT integration firms, corporations and institutions.

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