Desktop Support Technician

US-NH-Salem
1 week ago(1/10/2018 2:16 PM)
Job ID
2018-1504
# of Openings
1
Category
Information Technology

Overview

Windham Professionals, Inc. with its campus headquarters in beautiful Salem, NH is hiring an experienced, strategic and reputable Desktop Support Technican that can help lead us into continued growth and innovation.  Recently recognized by The Boston Globe Magazine as a Top 100 Women-Led Business in Massachusetts, Windham is not your average accounts receivable management and customer care firm.  Energy, integrity, and experience are what Windham was built on over 34 years ago and still forms the cornerstones of how we do business today.  Windham makes a difference in the lives of our employees.

 

 The IT Desktop Support Technican will quickly troubleshoot and diagnose PC hardware and software issues; resolve or escalate when necessary to minimize end user downtime, increase productivity, and provide a world class customer service experience. Create a ticket and document customer issues, provide technical remote support to end users at all locations and resolve/escalate within SLA. Utilize the knowledgebase for issues and time-management skills are a must.

 

Responsibilities

  • Work effectively with end users to analyze and troubleshoot problems to timely resolution
  • Perform local and remote software installs and updates 
  • Document and track all activities on issues in ticket system
  • Escalate to or consult with manager and/or subject matter experts when a solution is unclear
  • Identify most common user issues and document their solution
  • Monitor status of unresolved tickets and communicate important details to the requestor
  • Windows 7, 8.1 and 10 knowledge, support, and troubleshooting. Tier 1 Application support,
    software installation.  MS Office Suite support.
  • Setup and maintain peripheral devices; printers, scanners, etc.
  • Ability to communicate effectively, both verbally and written
  • Ability to work independently and as a team member
  • Perform other duties and special projects as assigned

 

Qualifications

Specific qualifications for the position include:

  • Some college, or equivalent experience
  • 4 or more years’ experience working in a service desk environment. Additional experience a plus
  • At least 4 years of Windows Desktop administration
  • At least 2 year of experience with Windows Server Active Directory administration
  • Certification CompTia A+ desirable

  • ITIL Foundations desirable

  • Understanding and general troubleshooting of all Microsoft Office Suites

  • General understanding of the following network protocols – TCP/IP, DNS, DHCP, etc.

  • Experience with Windows 7/8/10 & Active Directory

  • Must have excellent problem solving and follow-up skills, provide detailed documentation and exercise time management skills in a fast-paced environment

  • The ability to manage your time and prioritize issues without being micro managed

  • Ability to work well in a team and to interact with all levels of users

  • Intermediate knowledge of information technology relative to networking hardware and software, communication equipment, routing protocols, performance metrics and monitoring

  • In-person, phone based or remote technical help desk support experience

  • Afterhours on-call support rotation is a requirement for this position and the ability to work weekends/evenings when needed

  • Ability to travel to all sites when needed and/or required

  • Passion to provide superior customer service

 

Windham Professionals provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, gender identity, sexual orientation, status as a protected veteran, genetic information, individuals with a disability, and any other basis protected by federal, state or local laws. EEO/AA Disabled/Vet.

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