Desktop Support Technician

Title : Desktop Support Technician Location : Burlington, MA 01803 (onsite) Job Description This position assists staff with technical support or desktop/laptop computers, applications, printers and related technologies. Responsibilities :- Assists staff with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines Works with vendor support contacts to resolve technical problems Works with service desk and RDS as appropriate to determine and resolve problems received from clients Responds to support requests from service desk, users and other infrastructure teams Performs upgrades as directed to ensure the longevity of equipment Keep track of request and make sure they are implemented as planned Participate in incident handling concerning desktop changes. Participate in projects concerning bigger desktop changes, for example rollout of new antivirus. Microsoft environment knowledge (desktop & server). Have some level of technical understanding of the products building up a desktop service. Experience from the desktop environment. Ensures that computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers and administrative systems. Provide weekly reports Implement best practices Be the single point of contact with customer Technical Requirements Exposure on managing remote sites Phone support experience necessary. Technical helpdesk or technical call center experience is necessary. Disciplined, systematic problem solving skills required. Windows and Novell Operating systems Clients: Windows7, Windows Vista, Windows XP, Windows 2000 Servers: Windows 2000, Windows 2003, Windows 2008, Knowledge of Active Directory, Novell eDirectory, Lotus Notes and Exchange 2003/2007 ITSM ticketing tools such as Remedy, Client Service Center, client Service Center Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio Internet browsers (e.g. Explorer, Chrome, Firefox), VPN and remote dial-in users Support for laptop, desktops, AV Devices and printers PDA and blackberry support pple Ipad Device support