Job description

Aqueduct Technologies is seeking a Desktop Systems Specialist for our customer based in Burlington, MA. Activities include installing, diagnosing, repairing, maintaining, and upgrading all computer hardware, software, and peripheral equipment to ensure optimal workstation performance. This role will be expected to troubleshoot end user issues in person and remotely, in a timely and accurate fashion, while adhering to established SLAs and all documented protocols and standard operating procedures.
Essential Responsibilities:

• Provide friendly, customer-focused support centered on communication and follow through to confirmed resolution of all support requests.
• Identify, analyze and diagnose all support issues providing customers with an ETA for a resolution
• Monitor the Service Desk ticket queues to ensure all support requests are addressed in a timely fashion and are assigned to the proper IT team in accordance with the company’s PTG’s designated service level agreements and knowledgebase instructions.
• Ensure that all support requests received via chat, walk up, telephone, and email are properly entered into the company’s PTG’s ITSM tool in accordance with documented SLA/OLA policies.
• Oversee proper tracking of all hardware and software assets within asset management tools and in accordance with the company’s PTG asset management best practices
• Ensure timely escalation of all unresolved support requests to tier 2 Service Desk technicians.
• Adhere to all troubleshooting guidelines and proper documentation of all troubleshooting steps must take place before escalation occurs.
• Take part in the creation, implementation, and maintenance of all Support Desk best practices, protocols, and knowledge base articles.
• Deliver, set up, and assist in the configuration of end-user computer hardware, software, and peripherals adhering to all configuration checklists to ensure all necessary steps are taken when configuring hardware and installing software.

Qualifications:

• Associates or bachelor’s degree completed or in process.
• Preference for certifications in A+, MCDST, MCSE.
• 2+ years experience with desktop/laptop running Windows 7, Windows 10, and OSX.
• Understanding of basic Network topology including basic connectivity troubleshooting techniques.
• Understanding with ITSM ITIL based ticketing system.
• Computer imaging experience.
• Knowledge of common Microsoft Office 365 applications.
• Basic experience with Adobe applications
• Understanding of Active Directory
• Strong troubleshooting and problem-solving skills.
• Demonstrated strong customers service, interpersonal and communication (written and verbal) skills
• Effective time management with the ability to follow through and bring projects and tickets to a close accurately
• Ability to adapt in a change environment, where priorities and focus can change frequently
• Basic Active Directory Administration

Aqueduct Technologies, Inc. assists customers in finding top talent for their diverse staffing augmentation needs and providing technical solutions including deployment and support of advanced networking, systems, storage, and collaboration solutions to enable better business results. Aqueduct is one of the fastest growing IT services organizations in the US, powered by our relentless pursuit of customer satisfaction, corporate culture, and employing the top 10% in the industry.

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Job Type: Full-time

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