Service Desk Technician III (MA)

Wright Technical Services

New Town, MA

Full Time

Paid

Responsibilities
Title: IT Service Desk Technician III (Desktop)
Job Type: Contract-to-Hire
Location: Newton, MA (on-site)
Job Summary
Wright Technical Services is proud to represent a global materials company for this role. The Service Desk Technician to provide IT support over the phone and in person to non-technical end-users and perform basic device support independently for end users. The technician will install, assess, troubleshoot, maintain, repair and upgrade computers and equipment of different types. This position will fulfill customer requests, resolve customer technical problems, and respond to customer questions in a quality and timely manner. They will build relationships with employees and help them find solutions while providing exceptional customer service. In this role they will gain exposure to a wide variety of products and services because they assist with technical problems concerning hardware, software, peripheral equipment like phones and printers.
This person will also be the hands-on assistance for the Infrastructure Team. They will be pulled in for the physical needs of diagnosing, troubleshooting, and implementing network switches, access points, network cables, servers, process pcs and process network equipment, zebra printers, shop floor computers, etc.
Qualifications
- Education
- 3 or more years of applied experience with IT Support / IT Service Desk
- Minimum of three years’ experience in Windows PC and server environment required.
- Technical knowledge of current standard applications and network operations including but not limited to:
- Knowledge of ITIL and ITSM using ServiceNow, Sharewell, or similar
- Self-Service Password Reset (Microsoft tools) and MFA tools – Microsoft Authenticator
- Practical operating knowledge of Ethernet and WAN technology required.
- Familiarity with M365 Cloud – Azure or GovCloud
- Experience in working with customers in a customer support role over the phone.
- Strong communication skills, both verbal and written.
- Someone who thrives in a team atmosphere and can keep their composure when work volume surges
- Experience with troubleshooting in a Windows environment
- Self-motivated and well organized; possesses both the initiative to work individually and contributes appropriately to working as part of a team (e.g., interpersonal skills, communication, rapport with others, productivity).
- Ability to effectively prioritize tasks and perform well under pressure.
- US Citizen
- On-Call Rotation
- Driver’s License in good standing; ability to work part-time
Description and Responsibilities
- 20% \- Provide IT user support using standard screens, scripts, reference guides, and procedures with completing ongoing training to deepen skillset.
- 20% \- Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Troubleshoot and resolve technical support questions of customers in a professional manner.
- 20% \- Images PCs, installs software, and peripheral equipment.
- 10% \- Provides first-level network administration support (create user accounts, assists in file restores, maintain passwords, increase user space, and provide rights to some areas).
- 10% \- Update assigned tickets with latest status and continuously communicate to necessary parties, including providing follow-up to the user on the status of the problem until resolution.
- 10% - Escalate incidents and service requests to next level support if the issue cannot be resolved.
- 10% \- Be expected to work to incident response and resolution targets in an Information Technology Service Management (ITSM) environment with Service Level Agreement (SLAs)
Eligibility: US Citizenship is required for this position.
Wright Technical Services and our client are Equal Opportunity Employers. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.