IT Desktop Support in Tewksbury, Massachusetts at AccruePartners

Date Posted: 8/8/2019

Job Snapshot

Job Description

AccruePartners values our contract and consulting employees. We offer a competitive benefits package to meet the diverse needs of all of our contractor and consulting employees and their family members. Here is a listing of what our company offers: 401(k) Medical, Dental, Vision, Life Insurance, Employee Assistance Program, Medical and Prescription Drug, Short and Long-Term Disability Insurance. 

THE TEAM YOU WILL BE JOINING:

  • Fortune 500 manufacturing and technology organization with significant investment in R&D and Innovation
  • Rich history with over 150 years of significant growth and innovation
  • Expanding global footprint in North America, South America, Europe and Asia
  • Industry leader within all 8 divisions and leader in each
  • Known for growing talent internally and promoting internally

WHAT THEY OFFER YOU:

  • Culture: Highly collaborative, teamwork-oriented environment
  • Growth: Make an immediate impact in this high visibility role
  • Opportunity: Ability to drive change within organization with a focus on process improvement
  • Stability: Strong executive leadership team investing in its talent and elevating the global footprint

WHERE THIS POSITION IS LOCATED:

  • Tewksbury, Massachusetts

WHY THIS ROLE IS IMPORTANT:

  • The Corporate Field Services Technician will provide technical assistance and support for incoming service requests/incidents related to computer systems, software, hardware and infrastructure both in-person and (at times) remotely at a manufacturing facility in the Tewksbury, MA area (USA). This position requires the candidate to be available for on call 24/7 coverage.
  • The candidate will possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 7/10 and MS Office suites (2010/2013/2016).
  • Candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes.
  • Daily tasks include (but are not limited to):
    o Active Directory Administration
    o Limited support for corporate mobile devices
    o Familiarity with cloud applications (Box, Office365, etc.)
    o Troubleshooting Cisco VPN connectivity
    o Familiarity supporting Citrix connectivity
    o Remediating Symantec Endpoint Protection
    o Dameware remote connection/utilization
    o Altiris Deployment server utilization
    o Asset management skills
    o Internet Explorer and various browser(s) support
    o Installation/configuration of various Adobe products
    o Installation/configuration of Check Point endpoint client software
    o Conference Room equipment
    o Printer/driver troubleshooting & installation
    o ServiceNow utilization
    o Cisco WebEx service support
    o Box user administration
    o Deployment/configuration of standard IP telephony
    o Hardware ordering/deployment
  • Additional responsibilities may include:
    o Documentation (records) management
    o Knowledge base utilization
    o Project interaction
    o Customer scheduling/follow-ups
    o End user equipment moves (disconnect/reconnect)
    o Multi-team interaction and/or technical roundtable participation
    o Standard device imaging via USB/PXE server(s)
    o Smart-Hands tasks/functions outside of standard operational work
  • Performance is measured on a variety of key performance indicators, priority matrix comprehension/adherence, SLA, and customer service.
  • The successful candidate will provide excellent customer service and adhere to all service management principles, documented processes, and team guidelines.
  • This role requires the ability to interact professionally with a diverse group of customers, team members, managers, and subject matter experts in-person. The Corporate Field Services technician will take ownership of follow up status and communicate progress regularly to both their customers and leadership (when requested).

THE BACKGROUND THAT FITS:

  • *Associates Degree (at least)
  • **Hardware Experience (beyond imaging/deployment)
  • Preferred Certifications:
    - CompTIA IT Fundamentals
    - CompTIA A+
    - CompTIA Cloud+
    - CompTIA Mobility+
    - CompTIA Network+
    - CompTIA Server+
  • Excellent communication skills, prompt time-to-resolution/fulfillment, technical knowledge, organizational skills, and multitasking are necessary attributes to meet the expectations of the position.
  • The initial location of assignment is subject to change at any time given that Field Services operates and travels between various sites to facilitate end-user requests/issues.
  • The role may require some light travel as needed for event support and/or remote sites with customers needing assistance.
  • The candidate may be considered for future development opportunities within the Service Line and possibly outside of the organization after a period of 1.5 to 2 years in the Field Services role.

The primary role of the Field Services technician is to restore service, NOT root cause analysis.