Massachusetts Veterans Jobs

Contract | $20-25/hr | Westborough,MA

Technical Support Tier 1/2 employees play a key role in the customer support function. As Technical Support you are expected to demonstrate strong technical knowledge and a customer service focus for a wide variety of technologies and applications.

Position Description

This support extends to both dedicated hardware and virtualized solutions.

Technical Support Tier 1/2 employees play a key role in the customer support function. As Technical Support you are expected to demonstrate strong technical knowledge and a customer service focus for a wide variety of technologies and applications. Technical Support Tier2 employees play a key role in the overall satisfaction level of our customers.

Position Description

This support extends to both dedicated hardware and virtualized solutions.

Key Responsibilities:

• A Technical Support Tier1/2 employee responds to and resolves customer tickets that include questions, requests for services and technical troubleshooting.

• Work as part of a team of skilled professionals that together deliver an excellent customer experience.

• Be the Hands and feet for the team- anything plugged into the network - contractor will be working on. Infrastructure – provide hands and feet to understand basics in the onsite environments.

• Identify and resolve technical issues. Be willing to investigate, learn, and ask questions

• Provides on-site support to end-users on a variety of issues.

• Managing and troubleshooting Windows OS / Server environments

• Managing, troubleshooting, and deploying printers

• Identifying and troubleshooting networking issues

• Using ticketing software and IT support tools

Must Have - Job Requirements:

Education:

Some college-level training with specialized course work in computer science, personal computer operations or related subject; and A+ and one other technical certification

Experience:

2-5+ years work experience involving computer hardware/software at a technical level.

Qualifications:

• Demonstrated proficiency with operating systems, business applications, and computer hardware platforms.

• Ability to detect, diagnose, and resolve desktop and portable computer software and hardware failures.

• Ability to analyze and assess customers’ service request and provide prompt technical solutions.

• Knowledge in firewalls and networking (Switches/Routers) – will have access to get add’l support if needed

• Good working knowledge in Microsoft Office 365, Microsoft Exchange, Azure AD and SSO

• Customer service skills and trouble-shooting skills.

• Need experience with all equipment attached to the desktop; printers; some experience with switches and routers – can call for additional support

• Printers – Xerox

• Microsoft Suite; initial troubleshooting and can escalate.

• MAC support - would be a plus

Soft Skills

• Must be able to lift up to 20 pounds – standard PC, etc.

• Must have valid driver license

• Excellent communication skills

• Ability to multitask and prioritize. Must possess a sense of urgency

• Complete tasks with discretion and a commitment to confidentiality.

• Able to work independently and efficiently to meet customer needs in a timely fashion

• Self-motivated, detail-oriented, and organized

• Excellent communication (oral and written), interpersonal, organizational, and presentation skills

Qualifications/Certifications – Desired

• A+ Certification or equivalent

• Network +

• CCENT Certifications and/or equivalent

• ITIL Foundations or Equivalent Certification a plus