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Helpdesk Support

Boston, MA

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Utilize technical knowledge and problem-solving skills to escalate issues to proper support groups Troubleshoot, implement training, and answer general questions Software packaging, installation, and deployment Miscellaneous hardware requests Build and manage relationships with 3rd party suppliers and service providers Develop and maintain working knowledge of existing services and processes End user device support (ex. smartphones, printers, scanners, and faxes) End user computing environment ownership including architecture and support of applications and productivity tools Service Portal knowledge base ownership Service Portal workflow implementation Process improvement for remote support by managed services team Documentation and implementation of process improvements Support L3 Desktop escalations by providing work arounds and escalate issues internally with in Desktop and Infrastructure timely and handle on call rotation Develop subject matter expertise of Desktop and Service delivery technology by: Support delivery of applications and business services through understanding of the technology stack as a whole.Learn the workflow of the application enduser deployment and supportInternal Desktop cross training delivery of world class end user support Work to improve Desktop and Service delivery technology by: Implementation of technology best practicesMonitor, automate and maintain servicesPartner effectively with team membersBuild foundation for system fundamentals: AD, security, etc.u00a0Build understanding ofu00a0specific business processesu00a0Build understanding of application end user computing issues Mandatory Requirements: Degree in a technology discipline or other area of study coupled with basic technical skills and a strong interest in learning and developing proficiencies in the IT Infrastructure field Excellent interpersonal, communication, and relationship-building skills in a professional environment Working knowledge of IT terminology Highly responsive to user requests and good time management skills Must exhibit a team-oriented approach Participation in off-hours support rotation Ability to learn and improve operations of business services and products Understand Agile framework Learn development techniques and practices including scripting experience with languages such as powershell, perl, REST, JSON, Bash and Java Script Develop an understanding of DevOps practices and concepts such as Infrastructure as Code, configuration management and Continuous integrationu00a0 Skills: Experience with Microsoft Windows and Office Experience with Active Directory and Exchange Management Console Familiarity with VMWare and Citrix XenDesktop Familiarity with enterprise ticketing systems and SLAs Familiarity with Microsoft System Center Configuration Manager Experience supporting a Virtualized Desktop Infrastructure Experience supporting market data services (Reuters, Bloomberg, FactSet) Experience with Dell/HP hardware and Wyse Thin Clients Experience with networked printers Familiarity with VoIP u2013 Cisco CallManager Understanding of IT Infrastructure technologies

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