Sky Systems
IT Desktop Support Engineer – Sky Systems
Position:
IT Desktop Support Engineer
Location:
On‑Site, Boston, MA
Job Purpose:
The onsite support engineer will provide technical support for all End User Computing devices (Laptop, Desktop and mobility) for office‑based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.
Responsibilities
Basic experience in the IT industry
Good client management & communication skills
Good understanding of ITIL concept & ServiceNow
Computer OS / peripherals troubleshooting. Asset/inventory management
Ensure tickets are updated on time and adhere to required SLA
Handling different PC operating systems (Windows 7, 10)
Handling end users' incidents and IMAC requests using ServiceNow ticketing tool
Performing hardware/software installation (understanding of deployment tools like SCCM)
End‑user support break‑fix & service requests
Desktop/Laptop/Network printer management
Basic AV support for conference room & internal events using MTR (Microsoft Teams Room)
Image deployment using SCCM & AutoPilot
VDI technologies Citrix XenDesktop, Azure cloud PC
Laptop AV/endpoint security management for McAfee, Cortex XDR
User data management (OneDrive, Office 365)
Refresh of old asset from Windows 7 to Windows 10
MTR video conference support for meeting room and events
Vendor coordination for hardware/spare replacement
Incident management, service request management, asset management
Support queue management to avoid SLA misses
Ability to work independently and in a team environment
Ability to communicate well with internal and external contacts
Provide strong customer service for internal IT teams as well as business partners. Work closely with the Server and Networking teams
Performing end‑to‑end IMAC activity including packaging, unpackaging, accepting & delivery of client service assets with proper update of inventory database
Experience supporting mobile devices; including configuration and troubleshooting of iPhone, iPad, Android devices
Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalation to vendors in accordance with Help Desk escalation processes
Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe
Responsible for successful deployment and upgrades of laptops & workstations
Seniority Level Entry level
Employment type Full‑time
Job function & Industries
Information Technology
IT Services and IT Consulting and Civil Engineering
Referrals increase your chances of interviewing at Sky Systems by 2x
Boston, MA $60,000.00-$80,000.00
#J-18808-Ljbffr
Position:
IT Desktop Support Engineer
Location:
On‑Site, Boston, MA
Job Purpose:
The onsite support engineer will provide technical support for all End User Computing devices (Laptop, Desktop and mobility) for office‑based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.
Responsibilities
Basic experience in the IT industry
Good client management & communication skills
Good understanding of ITIL concept & ServiceNow
Computer OS / peripherals troubleshooting. Asset/inventory management
Ensure tickets are updated on time and adhere to required SLA
Handling different PC operating systems (Windows 7, 10)
Handling end users' incidents and IMAC requests using ServiceNow ticketing tool
Performing hardware/software installation (understanding of deployment tools like SCCM)
End‑user support break‑fix & service requests
Desktop/Laptop/Network printer management
Basic AV support for conference room & internal events using MTR (Microsoft Teams Room)
Image deployment using SCCM & AutoPilot
VDI technologies Citrix XenDesktop, Azure cloud PC
Laptop AV/endpoint security management for McAfee, Cortex XDR
User data management (OneDrive, Office 365)
Refresh of old asset from Windows 7 to Windows 10
MTR video conference support for meeting room and events
Vendor coordination for hardware/spare replacement
Incident management, service request management, asset management
Support queue management to avoid SLA misses
Ability to work independently and in a team environment
Ability to communicate well with internal and external contacts
Provide strong customer service for internal IT teams as well as business partners. Work closely with the Server and Networking teams
Performing end‑to‑end IMAC activity including packaging, unpackaging, accepting & delivery of client service assets with proper update of inventory database
Experience supporting mobile devices; including configuration and troubleshooting of iPhone, iPad, Android devices
Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalation to vendors in accordance with Help Desk escalation processes
Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe
Responsible for successful deployment and upgrades of laptops & workstations
Seniority Level Entry level
Employment type Full‑time
Job function & Industries
Information Technology
IT Services and IT Consulting and Civil Engineering
Referrals increase your chances of interviewing at Sky Systems by 2x
Boston, MA $60,000.00-$80,000.00
#J-18808-Ljbffr