Job Description

Job Title: User Support Technician

Location: Marlborough, MA

Duration: 6 months Contract

Job Description:

Position Summary:

Technology Requirements (I.E Programs, systems, etc):

• Microsoft products, active directory

What does a typical day look like? (daily tasks):

• Working through break/fix tickets, taking calls, setting up new hire

Preferred background/prior work experience?:

• Helpdesk experience

Priority soft skills:

• Time management, communication
• Summary of Duties and Responsibilities
• IT Help Desk support (On rotating basis with some after-hours coverage):
• Answer help desk phone calls.
• Route help desk tickets to appropriate technicians or support groups.
• Provide on the spot troubleshooting as time allows.
• Provide support through Microsoft Teams.
• Provide walk up support.
• Provide local support for the following systems (installation, upgrades, troubleshooting):
• PC/Laptop Hardware and Software
• Network Peripherals, Printers, Copiers
• Telephone System
• Enterprise/Business Applications
• Maintain loaner laptops and projectors.
• Hardware procurement, inventory, disposal support.
• Travel to other Hologic sites to provide support.

Qualifications:

To perform this job successfully, an individual must be able to perform essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions.

• Windows 10 & 11 experience.
• Microsoft Office 365 experience.
• Knowledge of Laptop/Printer Hardware.
• Networking and Wireless skills a plus.
• PC/Laptop build experience.
• Active Directory and Microsoft Exchange/O365 experience.
• Desktop support tools knowledge.
• Anti-Virus, Malware, Spam, and other security remediation experience.
• Ability to triage, troubleshoot, and resolve moderately complex PC/Network problems quickly and accurately; engage vendors as needed.
• Ability to be an active participant and contributor on a professional IT Support Team.
• Good communication skills, telephone support skills, and interpersonal skills with a customer service focus.
• Ability to plan/organize time and workload.
• Ability to follow standard processes/procedures.
• IT service management system experience desired (ServiceNow experience a plus).
• Entry level position, all relevant experience considered, some PC support experience required but this can be in an educational or informal setting.

Education:

• BA/BS MIS or CIS (or related technical discipline) desired

Experience:

• 1 years’ experience in IT Help Desk support.

Specialized Knowledge:

• Good troubleshooting and technical skills
• Good communications skills
• Additional Details (Including Physical & Mental requirements)
• Must be able to lift 50 lbs.

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