Job Description
The primary function of the Desktop Support Technician II is to provide technical executive support for C-Level and/or Senior Business Leaders and Executives . This candidate will have a proven track record of troubleshooting end points, network, mobile devices, printers and other application issues. This is a hybrid position based in Boston MA. .
The secondary function of the Desktop Support Technician II is for providing support for desktops, laptops, wireless (phones, tablets) break-fixes , voice over IP telephony, remote connectivity, and audio/visual for conference room support across the enterprise . This includes installing, diagnosing, repairing, maintaining , and upgrading all workstation hardware and software while ensuring optimal workstation performance .
Deskside support will generally be based on large sites as they can also be responsible for neighboring sites, without a person on-site. Deskside support must lead to higher local resolution of incidents and requests, an improved productivity, and a higher stability of site infrastructure.
Duties and Responsibilities ****
To perform this job successfully, an individual must be able to perform each essential duty of the position satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions required for the position.
White Glove Support:
Installation and support of technology equipment at the home offices of C-Level and/or Senior Business Leaders and Executives .
Familiar with basic PC repair, image creation, and deployment practices for desktops.
Currently working in a Windows 10 and MacOS environment and have the ability to trouble shoot any issues.
Microsoft Exchange/Office365 user and administration experience (log in issues, password resets, etc.)
Provide support for all video, audio and web conferencing equipment.
Travel may be required for supporting C-Level and/or Senior Business Leaders and Executives meetings and/or events.
Deskside Support: ****
Provide deskside support (Level 2) to all internal users.
Provide second level support to resolve problems escalated by the Service Desk.
Install, configure, test, maintain , monitor, and troubleshoot workstation (physical or virtual) hardware, network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required technology service levels.
Performs general preventative maintenance tasks on desktops, laptops, printers, and any other authorized peripheral equipment.
Use diagnostic tools , scripts, and checklists as guides to troubleshoot problems associated with network connectivity, and workstation hardware/software.
Perform post-resolution follow-ups to ensure exceptional customer service.
Work with vendor support contacts to resolve technical issues within the workstation environment.
Pro-actively identify opportunities to streamline and automate processes and leverage data driven insights to continuously improve team performance.
Work with other IT team members regarding new office builds , upgrades, and acquisitions .
Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices, and procedures.
Other duties may be added and/or assigned as needed.
Onboarding and Offboarding of Internal Users: ****
Manage user access accounts for on and off boarding processes.
Conference Room Support: ****
Provide conference room audio/visual support for office meeting rooms.
Coordinate with third-party vendor support and internal Level 2 or Level 3 teams, as necessary.
Local Hands Support: ****
Provide local hands-on (smart hands) support for local infrastructure across the office floors i.e., Switches, Firewalls, Servers, Access points, Wi-Fi, etc., when necessary.
Device Lifecycle Management: ****
Responsible for tracking hardware and software inventory to ensure accurate inventory records.
Arranges for and/or prepares equipment for shipping/receiving.
Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare part levels.
Safely package equipment for shipping and arrange for the transport of the equipment.
Use tools and methodologies to automate the image and customization of operating system configurations for rapid deployments.
Operates within, enforces, and suggests modifications and additions to workstation standards and guidelines.
Manage workstation setup and deployment for as part of corporate on and off boarding processes using standard hardware, images, and software.
Train users on new systems/applications where required and security awareness policies.
Qualifications
5+ years of experience providing technical desktop, help desk and/or support services or any equivalent combination of relevant experience .
Previous technical support experience of Executives and Senior Business leaders is highly desirable.
CompTIA A+, MCSE Desktop Infrastructure Certifications (MCDST) preferred.
Apple Certifications, preferred.
VCA (VMWare Certified Associate) preferred.
Ability to write simple programs and scripts to drive troubleshooting and automation, preferred.
Extensive technical knowledge of mobile, desktop and laptop hardware and software including Windows (all versions), Linux, MacOS X, Android, IOS, and common enterprise applications including Microsoft Office and O365, diverse browsers, hardware drivers, and connectivity.
Exceptional technical knowledge of PC and Mac internal components including installing, diagnosing, and repairing hardware to include, but not limited to, hard drives, RAM, processors, CD-RWs, DVD-RWs, multimedia kits, and other peripherals.
Proficient knowledge of various network and local models and brands of printers / scanners is needed to support all users.
Proficient knowledge of enterprise network technologies ( VPN, LAN, WAN, wireless) .
Strong technical knowledge supporting workstation images for Windows-based workstations.
Ability to solve complex problems with innovative solutions.
Ability to conduct research into PC and Mac issues and products independently as required without pervasive supervision.
Exposure to cloud technologies (Azure or AWS).
Exposure to authentication services (Active Directory).
Strong customer-service orientation.
Good written and oral communication skills to work with users at all levels in the organization.
Good organizational skills to prioritize multiple tasks and demonstrated problem-solving skills.
Ability to provide support after hours for emergency situations, executive support, on-call work rotation with team, when necessary.
Education ****
Additional Information
All positions at Press Ganey require an applicant who has accepted an offer to undergo a background check. The specific checks are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Press Ganey, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Press Ganey's employment policies. You will be notified during the hiring process which checks are required for the position.
Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class.
Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
The expected base salary for this position ranges from $55,000 to $70,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.
All your information will be kept confidential according to EEO guidelines.
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