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Help Desk Support III

Job Title: Help desk Support III
Duration: 12 months W2 contract
Location: Waltham, MA, 02451

Job Description:

As a Tech B@r technician, you are the face of IT, providing immediate walk-up support to internal employees. Strong interpersonal communication skills with a high degree of empathy are a must. We want people for who going “over and above” is second nature. . Have a passion for customer service and a commitment to exceeding expectations. 
• Provide White-Glove concierge level customer experience supporting internal employees directly. 
• Excellent multi-tasking and time management skills with the ability to thrive in a fast-paced, high pressure environment. 
• Provide constant updates to your users to keep them in the loop with where we are with their issue. 
• Enjoy meeting people and building relationships. 
• Can communicate technical concepts in layman’s terms. 
• A sense of urgency, but also the ability to keep your cool. 
• Inviting personality 
• A burning desire to solve problems. 

• Experience in providing excellent customer service 
• Ability to take notes and record all interactions and steps taken with the users. Experience with at least one ticketing system (Service Now, Remedy, HEAT, etc) 
• Troubleshoot network connectivity issues including; remote access, Wi-Fi, and wired connectivity. 
• Supports users on applications and tools within the environment including; Office, Windows, RSA, WebEx, Jabber, Yammer, etc 
• Strong understanding of Microsoft Outlook and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality. 
• Experience supporting mobile devices (IPhones, IPads, etc) 
• Working knowledge of Active Directory and basic AD administration 
• Strong Windows 7/Windows 10 experience in an Enterprise Environment, Mac experience a plus 
• Working knowledge of video collaboration tools (Video Conferencing, Webex) 
• Ability to follow proper escalation paths 
• Ability to keep work area clean and organized

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