IT- Help Desk Technician I at Waltham

Job Description

Job Summary: Under the supervision of the Waltham Help Desk Supervisor, the Help Desk technician is responsible to offer level 1 and at times level 2 support to end-users. The person will be responsible to configure, support and maintain ONDT computers in good working condition. The technician is answering employees requests with courtesy and solves technical, networking or functional issues. Also, they will be asked to participate with Change Requests or IT project advancement. Job Responsibilities:
Assisting in providing Level 1 2 Support when the request volume is high.
Act as an escalation point for advanced or difficult help requests.
Escalate problems (when required) to the Help Desk Supervisor.
Record, track and document the Help Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Helping Help Desk Supervisor by doing IT process auditing.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow up with Level I 2 Technicians as required.
Develop help sheets and FAQ lists for end users.
Collaborating with Help Desk Supervisor to reinforce SLAs to manage end-user expectations.
Work closely with Help Desk Supervisor with all the IT Vendors to request service regarding defective products.
Creates and maintains documentation for common procedures and processes.
Other common tasks include, imaging computers, configuring desktops, installing printers for users, installing common software, virus cleaning, and basic user help.

Job Requirements

SKILL REQUIREMENTS:
Excellent analytical and troubleshooting skills.
Excellent interpersonal and customer service skills.
Strong verbal and written communication skills.
Must be self-motivated, energetic with good communication skills.
Ability to balance team and individual responsibilities.
Ability to conduct research into a wide range of computing issues is required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly, business-friendly and technical language.
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.
EDUCATION/EXPERIENCE REQUIREMENTS:
Associates degree or equivalent from two-year College or technical school; or one year or more related
Experience and/or training; or equivalent combination of education or experience.
Microsoft Office/Outlook 2000/2003/XP/2010 system experience
Microsoft Windows XP and 7 system experience.
PC Repair experience
Familiar with supporting imaging software such as Ghost, Acronis and SCCM.
Network+, MCSA, A+
ITIL experience could be a strong asset
Project Management experience could be a strong asset

Country: USA, State: Massachusetts, City: Waltham, Company: Olympus NDT.