Desktop Support

Deliver quality customer service to Help Desk customers by providing them with a single point of contact to report computer, application or telephony related issues and to serve as a technical resource for computer/application related questions. Manage day-to-day PC services and problem resolution; inventory control, printer maintenance and works on special projects as assigned. Strong focus on customer service with friendly, outgoing, professionalism.

 

PRIMARY DUTIES AND RESPONSIBILITIES:

 

Ensure the smooth operation of all technology SBLI utilizes.  This includes the support of PC hardware, software, and proprietary software.

 

Log and track all customer questions, problems and resolutions. Monitor and coordinates solutions with other members of the IT team and escalates unresolved issues when appropriate. Serve as liaison between the technical staff and the end users.  Requests may come via phone, email, or in person.

 

Coordinate installations and/or perform installation of new hardware/software for SBLI

 

Coordinate and implement the moving or transfer of PC and telephony equipment for all workstation moves.

 

Troubleshoot and solve network connectivity, user security, Internet problems and repair or coordinate as needed.

 

Maintain inventory control and related database of all equipment owned by SBLI.

 

Configure, setup, maintain and upgrade the company’s laptops for home users as needed and serve as a primary technical resource for home users.

 

Compose “How to…” documentation as needed and directed.

 

Maintain an accurate floor plan for equipment and wiring, network and telephone drops.

 

Assess hardware and software needs, recommend upgrades and purchases when needed.

 

Schedule and complete printer maintenance on a quarterly basis, and report to management on the condition

of printing equipment and repairs completed.

 

KNOWLEDGE / SKILLS / EXPERIENCE:

 

A working knowledge of Microsoft Office, an extensive knowledge of MS Outlook 2003;

Strong understanding of Windows XP.

Experience with repairing/upgrading PC related hardware; processors, memory, hard drives, modems, motherboards.

A good understanding of networking, switches, hubs; LAN administration.

Strong verbal and written interpersonal and communication skills. Superior telephone etiquette and an ability to deal effectively with customers, vendors, peers and management.

Strong problem-solving skills and inherent decision-making ability; ability to organize and strive to improve service through changes in processes and procedures.



SBLI is rated A+ by A.M. Best.  We are conveniently located in Woburn at the intersection of Route 128 and Route 93.  We offer competitive wages and excellent benefits including medical, dental, life, disability, and 401(k) plans.