Job Description

One of our clients in Boston, MA , is urgently looking for Help Desk Support Technician .

Hourly Rates: $28 - $30 per hour (W2)

Duration: Long-term

Must Have:

Should have at least 5 years of experience with the following :

• Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
• Hands-on experience with imaging and configuring laptops and desktops
• Expertise in providing support to O365 including Active Directory
• Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
• Support for the Mobility devices. Experience with JAMF and iPhone support would be a plus
• Experience with Ticketing system - ideally with ServiceNow

Responsibilities:

• Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance
• Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• Perform managed print service invoicing/meter read/polling report verification
• Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
• Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis

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