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Kforce IT Service Desk Technician in Newburyport, Massachusetts

Kforce has a client in search of an IT Service Desk Technician in Newburyport, MA.Summary:Responsibilities for the IT Service Desk Technician include answering complex inquiries, troubleshooting to fully resolve escalated requests or issues, configuring, and deploying PCs, installing approved software products, and maintaining conference room equipment. You will be the first point of contact for our Warehouses when issues or needs arise. It is essential this resource display heightened responsiveness, clear communications to provide status updates on pending tickets/requests, and the ability to relay Warehouse needs to the IT Management Team.Key Tasks:Monitor, research, respond, and complete assigned tickets promptly and accurately: * IT Service Desk Technician will provide user with timely updates, communicating progress made and next steps * Document all research, troubleshooting, and resolution steps in ticket notes Handle escalated tickets from Level 1 (L1) technicians: * After completing, provide feedback to L1 techs on steps taken to resolve * Prioritize tickets appropriately, with high severity items having primary focus to ensure no user is left unproductive for an extended period * Warehouse tickets to be given top priority by this resource (this L2 to be primary point of contact for the Warehouses) * If further escalation is needed, IT Service Desk Tech will collaborate with other IT members and clearly communicate information gathered and steps taken resolve * Perform any needed repairs to hardware, software, or peripheral equipment * Train users on how to properly use hardware/software, providing resource material for future reference * IT Service Desk Technician will maintain professional, can-do attitude, providing excellent customer service at every opportunity * Acquire and maintain current knowledge of relevant hardware, software, and systems to provide technically accurate solutions to users * Bachelor's degree in Computer Science or related discipline, or the equivalent combination of education, technical certifications/training, and work experience * A minimum of 3-years of experience in Service Desk Support * Working knowledge of help desk software, databases, and remote accessing tools * Proficient in Microsoft Windows and Active Directory * Basic understanding of networking principles and protocols * Experience with Microsoft DNS, DHCP, and File Services * General knowledge of iPhones and/or Android phones; Ability to support Outlook and MAPI interfaces for email and calendar synchronization * Skilled in problem-solving, troubleshooting, and providing creative solutions to resolve problems * Working knowledge of Excel and general reporting tools, including the ability to collect data and develop metrics to provide KPI reporting and analysis Behavior and teamwork: * Focused on delivering exceptional customer service * Patience and perseverance in dealing with users and problems * Excellent interpersonal and communication skills * Advanced troubleshooting and multitasking abilities * Excellent analytical skills, as well as focus on accuracy and attention to detail * Self-starter who works well in a team setting Tech: * Primarily Microsoft Windows PCs and Servers (2012,2016), plus some Linux * Microsoft Office 365 (cloud) email, calendars, Office 2016 (Excel/PowerPoint/Word), Teams * Active Directory for users and security groups * VPN and MFA for local and remote users * Primarily HP and laptops; Some Apple MacBooks; HP, Brother, and other printer types Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.Compensation Type:HoursMinimum Compensation:65.00Maximum Compensation:75.00

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