Desktop Support Technician in Boston, MA

Provides personal computing support to business staff, responding to trouble tickets. Install or setup computers and software, perform problem resolution and maintain defined IT standards. Has a frequent interaction with customers using a high degree of patience and problem management techniques to solve problems. Follow through on resolution with users. Consults solution base to optimize problem resolution. Tracks calls and enters solution data into solution base. 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: - 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. - Broad 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