Desktop Support Tech

Position DescriptionSupports computer users with installation of hardware/software and networking components to meet personal computer needs. Win 11 upgrades and deploy of new replacement machines. Diagnoses and troubleshoots problems with individual or multiple computer systems in order to maintain proper functioning; resolves issues including contacting and assisting vendors. Conducts diagnostic reviews and produces error reports as requested by customers in order to identify and correct any problems. Assists with computer studies, projects, and implementation of policies throughout area of assignment. Assists in the design and development of standardized operational management reports in order to identify issues or monitor computers. Researches, analyzes, and provides hardware/software recommendations, ordering information, and other purchasing information to users to assist in purchasing necessary equipment. Diagnoses and resolves moderate end-user hardware/software problems including remote access software. Performs new computer configuration and coordinates the workstation upgrade/replacement process. Participates in the deployment of new software platforms. Track user requests for equipment, for information, and problem reporting by opening cases and keeping case histories current and complete. Verify with the customer that the problem has been resolved and close case. Will need to be trained and have the ability to support Tier-1 (Service Desk) during needed Surge hours and demands. Skills RequiredExperience with M365 / O365 migrations is a hard requirement Experience with MDM is required. We prefer Intune, but please specify if they have used something else. Working knowledge of computer hardware, software, and terminology. BASIC problem-solving skills. Must have good communication skills. Good organizational skills.

Skills PreferredWorking knowledge of ServiceNow Ticketing system a plus. Working knowledge of Palo Alto VPN application as it relates to desktop support. Experience Required4 years with HS Diploma 2 years with associate's degree or Tech School Certificate Experience Preferred

Education RequiredHS Diploma Education Preferred Additional InformationLocal travel to sites in the Nashua, Merrimack and Manchester area. Will need to be trained and have the ability to support Tier-1 (Service Desk) during needed Surge hours and demands.