Sr. Desktop Support Analyst

Primary responsibility for Onsite Support Services including, but not limited to Desktop Support, laptop, mobile devices, software, asset management, network connectivity. Specialists will support customers directly onsite and remote. Windows and MAC environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Troubleshoot and resolve customer support issues onsite and remote

• Ensure support tickets are resolved in accordance with Service Level Agreements and customer policy / procedures

• Configure hardware / software to customer specifications

• Identify continuous improvement opportunities with processes / support issues.

• Create support documents as required.

• Deliver support for reported problems with desktop computers, laptops, peripherals and mobile devices.

• Install and configure desktop computer hardware, software and peripherals using standard procedures.

• Work with vendors to troubleshoot and resolve issues.

• Work with a variety of computer images for Windows and Mac OS systems.

• Evaluate new product versions and recommend upgrade schedules.

• Set up and troubleshoot domains, user accounts and software accounts.

• Configure, test, and troubleshoot network connectivity and wireless access for local and remote computers or devices.

• Add or replace memory, new keyboards, motherboards, and other components.

• Format, install, set up, maintain, and troubleshoot desktop and laptop computers with and for end users.

• Coordinate with vendors to resolve problems.

• Must be able to lift 50 lbs

• Maintain asset inventory

KNOWLEDGE, AND ABILITIES

· Ability to work as part of a team

· Excellent written and verbal communication skills

· Customer-centric attitude

· Ability to communicate technical problems and instructions to end users in terms that are easy to understand.

· Understanding of importance of proper documentation

· Strong Troubleshooting skills

· Drive to provide continuous process improvements on delivered role

SKILLS REQUIRED FOR THE POSITION

· Windows OS Support XP, 7,10

· Laptop hardware troubleshooting

· mobile device and MDM experience, iOS and Android

· Installation of software

· Network connectivity troubleshooting

· Windows 10 experience required

EDUCATION AND EXPERIENCE:

· A bachelor’s degree in information technology or a related field is necessary for this position. Additional industry certifications and customer oriented working experience may be preferred. They should have advanced knowledge of different operating systems and network solutions. Must have at least three years experience working on desktop support role, not just phone support.

· MSCE Certifications a plus

LOCATION/WORKING ENVIRONMENT

· Work on a client site is required.

CORPORATE CULTURE AND VALUES

Astadia’s foundation for our success is our corporate culture, based on our values and principles. These include the highest level of commitment to integrity, quality, performance and teamwork. These are not just words. We not only assess and evaluate all employees on performance, but on how they live up to our core values and principles. Astadia is committed to continual development of our employees that allows future growth and career advancement to provide the means for a long-term career. We need great people to do great things!

PHYSICAL REQUIREMENTS/DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Disclaimer: This document describes the minimum, essential duties, responsibilities, skills, abilities, effort, and working conditions of the position. It in no way implies that these are the only functions to be performed by the incumbent. Workers are required to follow any other job-related instructions and to perform any job-related functions requested by a supervisor or manager. Successful performance requires that the incumbent possess and utilize the abilities and skills described. All functions are subject to reasonable modification to accommodate individuals with disabilities. Some functions may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or others.

ASTADIA IS AN EQUAL OPPORTUNITY EMPLOYER

FEMALES, MINORITIES, VETERANS, DISABLED AND OTHER PROTECTED GROUPS

Job Type: Full-time

Pay: From $1.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Billerica, MA: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Desktop Support: 2 years (Preferred)
• Windows: 1 year (Preferred)

Work Location: One location