Desktop Support Technician in Boston, MA

Thanks to the abilities and innovative thinking of our workforce, we're staying competitive in a rapidly changing industry. That's why Irvine Technology continues to be at the leading edge of the IT movement. Join ITC and learn more about opportunities that will enhance your skills, offer growth and provide stability in a positive and creative environment. ITC is currently seeking a Desktop Support Technician Responsibilities: ? Provides first level assistance for defined problems and escalates ticket issues as necessary. ? Install and setup computers for business staff. ? Research, resolve, and respond to questions received via telephone calls, tracking system, and callbacks in a timely manner, in accordance with standards. ? Escalate problems to appropriate individual based on established guidelines and procedures. ? Test and ensure applications are correctly installed and configured on the computer. ? Participate in team projects to enhance the technical infrastructure or improve quality or efficiency of problem resolution process. ? Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers. ? Assist with the development, and communication of the technical policies for personal computing products. ? Ability to maintain a high level of client trust and confidence in the knowledge of and concern for clients' needs. ? May be called upon to assist senior management and executives where sensitivity to confidential information and timely problem resolution is critical. ? Install and setup computers for business staff. ? Provide accurate and creative solutions to customer problems of serious and critical nature to ensure customer productivity. ? Enhance and develop quality support methods and communication skills through coaching, feedback and other developmental approaches. Job Complexity: ? Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity. ? Works on problems of a complex nature where analysis of situations or data requires a review of a variety of factors. Impact: ? Help develop, define and communicate policies and procedures supported by Help Desk. Direction Received: ? Guides and advises less experienced Desktop Support Analysts. ? May act as team lead for small technology upgrade projects. Experience: Knowledge and Skills: ? Scanners, printers, Cisco IP phones and label makers ? Windows/XP ? Microsoft Internet Explorer ? OS/applications: Windows NT, Windows 2000 ? Desktop: Windows NT, Windows 95/98/2000, Microsoft Office Professional Suite, Microsoft Exchange, Microsoft Explorer, Microsoft Outlook Individual is responsible for adhering to Corporation's and department's compliance and information security policies, practices, and procedures in the performance of the role. ? Travel may be required to access user sites. ? May be required to drive in some locations to access user sites. ? May be required to lift and carry up to 50 lbs of computer equipment. ? Sit, stand, walk, carry, and bend. ? Sufficient eyesight to work with and repair computers and monitors. ? Ability to hear and repair peripherals. ? Aptitude for providing excellent customer service. ? Good communication, problem solving skills and telephone etiquette. ? Ability to use Desktop standards and follow guidelines. ? Experience in two or more technology disciplines. ? Experience configuring and testing desktop systems with limited supervision. ? Basic knowledge of project management to act as team member ? Thorough understanding of ACD system and trouble ticket process to provide problem resolution and coordinate with other units. ? Demonstrated problems-solving skills to ensure quick and efficient problem resolution. ? Aptitude for providing excellent customer service. ? Good communication, problem solving skills and telephone etiquette. ? Ability to use Desktop standards and follow guidelines, as well as help others interpret policy. ? Excellent organizational skills to maximize effort and time. ? road range of experience in technology disciplines to set up and repair complex desktop systems and issues without any local assistance ? Demonstrated organizational skills ? Ability to assign duties to and assist other desktop support analysts. ? Experience at accessing industry knowledge bases (i.e., Microsoft technology sites) ? Demonstrated project and resource management skills and experience with problem management in multiple locations, including remote locations to act as team member. ? Excellent customer service skills and telephone etiquette. Strong problem solving skills. ? Set Desktop standards and develop guidelines, as well as help others interpret policy. ? Involvement in multiple projects through all life cycle phases, ensuring they are in accordance with established direction and standards. To Apply to this job go to http://www.GadBall.com or click here