Desktop Support Technician in Boston, MA at Beacon Health Options

Date Posted: 5/14/2018

Job Snapshot

Job Description

General Summary

The Desktop Support Technician II is a key member of the IT team and will be primarily responsible for supporting the end user technology environment of Beacon Health Options. This position is located at the Beacon Health Options Corporate HQ office. Exceptional Customer Service skills are a must. The incumbent will directly support VIP staff and team members. This includes, but is not limited to, maintenance and management of company desktops, notebooks, mobile devices, printers, servers and other office equipment and related software. In addition, this individual will participate in the implementation of new hardware and software including the installation and configuration of MS applications on the end user computers. Minimum 3-5 years IT Desktop Services/LAN support experience required. Experience providing support to business community users up to senior executive level. In-depth knowledge of Windows operating systems required – XP, Windows 7, Windows 8, Windows 10. Working knowledge of Windows Server 2003/2008/2012 preferred.

In-depth knowledge of and experience working with MS Office Suite (2003, 2007, 2010. 2013, 2016, O365), Adobe (multiple versions), and other desktop applications (WebEx, Zoom, and other collaboration tools). Thorough experience configuring, upgrading, troubleshooting desktop and laptops computers, servers, printers, scanners and other peripheral devices. Experience using PC support tools such as LANDesk, WebEx, and Dame Ware preferred. Lync/Skype 2013 experience required. Familiarity and experience with SCCM preferred, but not required.

Active Directory administration and account management experience required. Thorough knowledge of security enhancement/monitoring products for PC and laptop environment, i.e. Malwarebytes, SEP12, etc.

ITIL v3 certification preferred.

Incident management and Problem management experience highly desired. Must have excellent customer service skills and background.

Duties and Responsibilities

1.             Troubleshoot and resolve issues with desktop hardware and software pertaining to systems operations.

2.             Troubleshoot and resolve issues with desktop hardware and software pertaining to LAN connectivity.

3.             Maintain and perform hardware set up, proper configuration and system modifications to assure high availability and performance

4.             Installing and setting up office/cubes for new and existing employees, relocating phones, and troubleshooting outages

5.             Escalate unresolved problems to staff with specific expertise, such as developers, network or system engineers, and database administrators in a timely manner

6.             Collaborate effectively with helpdesk team members and other IT technicians to resolve and document issues

7.             Create and update standard software loads for a variety of desktop systems.

8.             Physically move and re-establish desktop systems and servers as required.

9.             Assist LAN, WAN or the Systems Engineer as required.

10.          Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools

11.          Communicate technical issues to Corporate IT staff as needed.

12.          Perform other job related duties as dictated by business needs.

13.          Provide training to onsite and remote users

14.          Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems

15.          Administer and maintains all server hardware and software, and ensures backup procedures are in place, monitored and tested

16.          Install, administer, troubleshoot, and maintain LAN, PC and peripheral equipment

17.          Work with vendors and internal support contacts to resolve technical problems with desktop equipment and software

18.          Create and maintain documentation on IT processes.

19.          Track and maintain inventory and stock of PC/LAN equipment in order to meet business needs

20.          Out-of-hours on-call responsibilities

Minimum Entry Level Qualifications

  • Education:           

An Associate’s Degree in a related area or equivalent experience is required.

  • Years and Type of Relevant Work Experience:

Three to Five years’ work experience in a related field is required. Experience providing exceptional executive support preferred.

  • Competencies and Abilities :
    • Analysis and problem solving
    • Interpersonal communication
    • Verbal and written communication
    • Group presentation and public speaking
    • Collaboration and team-oriented work philosophy
    • Working knowledge of network protocols
    • Endpoint imaging and image deployment

      Beacon Health Strategies, LLC., a Beacon Health Options company, is proud to be an Equal Opportunity Employer as well as a Drug Free Work Environment. EOE/M/F/Veterans/Disabled