Job Details

  • Title: Help Desk Support
  • Code: RCI-3149
  • Location: Marlborough, MA 01752
  • Posted Date: 09/21/2021
  • Duration: 6 Months
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  Job Description

This position will be based out of Marlborough Campus.
Possibility of working from home 1 day a week but not until they have been trained.
Work schedule: Monday - Friday 8-5pm EST


Summary of Duties and Responsibilities

  • IS Help Desk support (On rotating basis with some after-hours coverage)
  • Answer help desk phone calls
  • Route help desk tickets to appropriate technicians or support groups
  • Provide on the spot troubleshooting as time allows
  • Provide support through online chat system
  • Provide walk up support
  • Provide local support for the following systems (installation, upgrades, troubleshooting):
  • PC/Laptop Hardware and Software
  • Network Peripherals, Printers, Copiers
  • Telephone System
  • Enterprise/Business Applications
  • Maintain loaner laptops and projectors
  • Hardware procurement, inventory, disposal support

Qualifications

  • To perform this job successfully, an individual must be able to perform essential duties satisfactorily.
  • The requirements listed below are representative of the knowledge, skill, and/or ability required.
  • Reasonable accommodations may be made to enable individuals with disabilities to do the essential functions.
  • Windows 7 & 10 experience
  • Microsoft Office 2013 experience or above
  • Knowledge of Laptop/Printer Hardware
  • Networking and Wireless skills a plus
  • PC/Laptop build experience
  • Active Directory and Windows server product experience desired
  • Desktop support tools knowledge
  • Anti-Virus, Malware, Spam experience desired
  • Ability to triage, troubleshoot, and resolve basic PC/Network problems quickly and accurately; contacts vendors as needed
  • Ability to be an active participant and contributor on a professional IS Support Team
  • Good communication skills, telephone support skills, and interpersonal skills with a customer service focus
  • Ability to plan/organize time and workload
  • Ability to follow standard process/procedures
  • IT service management system experience desired (ServiceNow experience a plus)
  • Ability to work assignments that are routine in nature and recognize deviation from accepted practice
  • Entry level position, all relevant experience considered, some PC support experience required but this can be in an educational or informal setting

Education

  • BA/BS MIS or CIS (or related technical discipline) desired

Experience

  •  0-1 years’ experience in IS Help Desk support

Specialized Knowledge

  • Good troubleshooting and technical skills
  • Good communications skills
  • Additional Details (Including Physical & Mental requirements)
  • Must be able to lift 50 lbs.