Do something big and innovative! Stretch your creative muscles and work on big issues. Since 1989, we have developed technology environments, applications, and tools by providing experienced teams to implement, enhance, and maintain our clients’ essential systems and applications. Come join the Scalence team!
Job Title: IT Helpdesk User Support/Desktop Support Technician L3
Duration: 6 months (possibility of extension)
Location: Onsite 5 days per week. - Boston, MA
Start Date: ASAP
Pay rate: $35/hr. W2 with benefits
Job Description
Project Overview:
Develop and implement a comprehensive User Support and Troubleshooting System that effectively manages user inquiries, resolves technical issues, supports onboarding processes, and maintains efficient onsite support for hardware and software.
Overall Responsibilities
Issue Categorization
Ask open-ended questions to understand the issue.
Categorize the problem (e.g., software, hardware, account-related, etc.).
Document the issue in detail.
Basic Troubleshooting Steps
Walk users through basic troubleshooting steps.
Document the steps taken and results.
Ticket Creation & Documentation
Create a support ticket and document the work in the ticket.
Assign the ticket to the appropriate queue or internal team based on the issue category.
Onboarding New Users
Set up new hardware (monitor, keyboard, mouse, hub, docking station).
Ensure all equipment is connected properly and functioning.
Help troubleshoot as and when required
Onsite presence for user support experience
Boston - Senior person (L3 level) desktop support person
Lead the resolution of highly complex and escalated technical issues related to desktop systems, including advanced hardware and software problems.
Conduct in-depth root cause analysis to identify underlying issues and develop long-term solutions.
Implement and manage advanced troubleshooting tools and techniques.
Required Skills
Strong IT and Hardware Knowledge - Understanding of common hardware components
Experience with Windows, macOS, and Linux operating systems.
Troubleshooting:
Strong problem-solving skills to diagnose and resolve technical issues effectively.
Ability to follow logical troubleshooting procedures and identify root causes.
Communication Skills:
Excellent verbal and written communication skills to interact effectively with users and understand their issues.
Strong documentation skills to accurately record issue details, troubleshooting steps, and resolutions in tickets.
Ability to guide new users through onboarding processes and help them get accustomed to new tools and systems.
Organizational Skills:
Skills in organizing and setting up workstations, including hardware and peripheral configuration.
Ability to manage and complete onsite support tasks in an orderly and efficient manner.
Customer Service Excellence:
Commitment to delivering high-quality support and ensuring a positive user experience for the users and stakeholders.
Willingness to learn
Ability to work effectively with internal teams and escalate issues when necessary.
Executive Interaction - Experience working directly with senior leadership, including CEOs and IT Heads, providing high-touch, personalized support.
Confidentiality - Ability to handle sensitive information with discretion and maintain confidentiality.
Nice to have Skills (not required):
IT certifications (e.g., CompTIA A+, Network+)
Experience with helpdesk ticketing systems
Experience in a large-scale enterprise environment