Desktop Support Technician

firstPRO is now accepting resumes for a Desktop Support Technician in Boston, MA. This is a contract to hire role and onsite.The primary goal of the Desktop Support Technician is to provide technical support to users of PCs and related end-user technologies through the companys ticketing system as well as in-person support. The candidate facilitates the Desktop Support team to identify, resolve, and prevent the reoccurrence of problems. The ideal candidate must be articulate, possess strong technical troubleshooting abilities, demonstrates ownership and information retention abilities, and the ability to work independently, quickly and effectively to solve technical problems with hardware/software. In addition, the candidate provides an exemplary white glove level of customer service to internal clients.Some of the day-to-day responsibilities of this role include:Assist users with technical issues related to peripheral devices (docking station, keyboard, mouse, monitors, laptop, etc.) including hardware replacementMonitor and respond to helpdesk ticketsPerform the employee onboarding processes including training end users, imaging laptops, and deploying hardwareAssist in the use of enterprise imaging, software deployment tools, and data migration for end user computing needsManage support calls for printer break/fix servicesSupport and distribute company-owned mobile devicesCommunicate and coordinate regularly with Director of IT Infrastructure and Operations, as well as the Manager of HelpdeskParticipate in on-call rotation for emergency support phone queueAssist in supporting the company's security postureWork with IT teams to acquire service level performance metrics for all desktop system and related infrastructure elementsTHE CANDIDATEBSc in IS, CS, or equivalent experience; will consider experience in lieu of a degree; A+, MCP or other equivalent certification is a plusMinimum five (5) years of experience in a desktop support and end-user support roleWindows 10/11 Pro supportDesktop and hardware configurations, including Thunderbolt docking solutionsApple iOS device supportLAN-based imagingSupport end user VPN connectivity issues