IT Desktop Support

Desktop Support Technician

On-site 5 days/week in Boston, MA

Long term contract

The Desktop Technician provides advanced technical support for end users, focusing on the efficient resolution of hardware, software, and network issues. The technician ensures optimal functionality of desktops, laptops, mobile devices, and peripherals by troubleshooting, diagnosing, and resolving more complex problems. This role also includes deploying systems, performing upgrades, and contributing to IT projects, offering guidance to junior technicians as needed.

Responsibilities:

• Diagnose and troubleshoot complex hardware, software, and network issues, escalating as necessary.

• Provide technical support for desktops, laptops, mobile devices, and peripherals, both in-person and remotely.

• Install, configure, and maintain operating systems, software applications, and system updates.

• Assist with advanced system configurations, including imaging and deployment of desktops and laptops. • Maintain network connectivity, resolving issues related to VPN, Wi-Fi, and wired connections.

• Collaborate with other IT teams (network, security, server) to resolve cross-functional issues.

• Participate in IT projects such as system migrations, software deployments, and infrastructure upgrades. • Provide user education and training on IT systems, applications, and best practices.

• Maintain accurate records of issues and solutions in a ticketing system.

• Manage and maintain IT asset inventories, ensuring proper documentation and lifecycle management.

• Monitor and implement security protocols to protect IT infrastructure.

• Offer guidance to Desktop Technicians.

REQUIRED SKILLS, QUALIFICATIONS & EXPERIENCE:

• Bachelor's degree or equivalent.

• 2 - 5+ years of experience in desktop support, IT helpdesk, or a similar role.

• Strong knowledge of Windows, macOS, and common software applications (e.g., Microsoft Office).

• Familiarity with network concepts (TCP/IP, DNS, VPN, DHCP).

• Experience with system imaging, deployment, and hardware upgrades.

• Strong problem-solving and analytical skills.

• Ability to manage time effectively and handle multiple tasks.

• Excellent written and verbal communication skills.

• Team-oriented, with the ability to work independently and provide guidance to staff members.

• Knowledge of IT security principles and experience implementing security measures.

• Overtime nights and weekends as required

• Other tasks and responsibilities as deemed appropriate