Service Desk / Help Desk Technician

Windows 11 Deployment Technician ON-SITE: 55 Fruit Street, Boston, MA 02114 Contract: through 12/31/2025, with possibility for extension Pay rate $24/hr - W2 Contract Only *Parking reimbursement not covered by hospital* Schedule: 3:30pm-12am Covid surge project is Founded by MGB (Partners). The contractors for this project directly help our tech team with fixing break fix issues for the PC, laptops printers etc..For this reason, the Covid Surge techs that we are looking for need to have prior experience. MUST HAVES: -- Strong commitment to providing superior customer service -- One year of experience in desktop support role -- Hands-on experience with the installation, repair and troubleshooting of personal computers -------------------------------------------------------------------------------------------- The Network Technician I provides technical support services for desktop computers, laptop computers, printers, tablets, monitors, scanners and other peripheral devices. Services will include device deployment, software installation, testing network connections, troubleshooting services and repairs. Service requests will be tracked and documented in service management software. Principal Duties and Responsibilities: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation. Provide break/fix technical support services for networked and stand-alone computing equipment Use knowledgebase articles, where appropriate, to resolve issues Document work performed within the service management software; document device and user data as required Prioritize issues by level of urgency and triage or escalate unresolved issues as appropriate Provide setup and configuration of computers and other network devices in compliance with Mass General Brigham standards; participate in large hardware deployments, moves and operating system rollouts Perform scheduled preventative maintenance on desktops and laptops including re-imaging operating system software, data capture and restoration, cleaning physical hardware, replacement of broken or out-of-warranty hardware and cable management Provide next level technical support for Service Desk staff Provide turnover report for next shift Assume on-call responsibilities on a scheduled rotation Use/s the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration Other duties as assigned Qualifications: One year of experience in customer service role Hands-on experience with the installation, repair and troubleshooting of personal computers Technical certifications a plus Skills/Abilities/Competencies: (Must be realistic, neither overstated nor understated, and related to the essential functions of the job.) Strong analytical and problem-solving skills Ability to multitask and prioritize work demands Excellent interpersonal and communication skills Ability to be flexible, versatile and adaptable in day-to-day activities General knowledge of desktop and laptop computers, printers and other computing equipment General knowledge of operating systems (e.g., Windows) and popular software solutions (e.g., Office 365, Internet browsers) General understanding of networking concepts and networking equipment including hubs, routers and cabling infrastructure General understanding of information security concepts and software (e.g., Windows Defender, McAfee AntiVirus, BitLocker, ForeScout Network Access Control) Commitment to providing superior customer service and delivering work in a timely and accurate manner following established company standards