Helpdesk Specialist

JOB TITLE: Helpdesk Specialist
JOB LOCATION: Boston, MA- Hybrid
WAGE RANGE*: 42-47/hr.
JOB NUMBER: Client-24-1030-0P100-0P110-91139

REQUIRED EXPERIENCE:

• Provide Tier 1/2 computer technical support to internal MassDOT customers and perform related tasks.
• Coordinate with vendors and other teams to resolve problems efficiently and effectively with minimal supervision.
• Troubleshoot hardware, software, peripheral and application issues.
• Provide excellent end user experience which includes resolving potential or actual technical issues.
• Lead, mentor, support and transfer knowledge to other members of team where applicable.
• Strategic thinking to suggest ways to improve the Service Delivery function

JOB DESCRIPTION

General Statement of Duties and Responsibilities:
Incumbent will provide Tier 1/2 computer technical support to internal MassDOT customers and perform related tasks.
Coordinate with vendors and other teams to resolve problems efficiently and effectively with minimal supervision.
Troubleshoot hardware, software, peripheral and application issues.
Provide excellent end user experience which includes resolving potential or actual technical issues.
Lead, mentor, support and transfer knowledge to other members of team where applicable.
Strategic thinking to suggest ways to improve the Service Delivery function

Detailed Statement of Duties and Responsibilities:

• Monitor & respond to telephone, voicemail, email and ticketing system (ServiceNow) to resolve customer issues with the highest level of customer satisfaction.
• Respond and resolve tickets adhering to service level agreements.
• Provide tier1 and tier 2 troubleshooting/customer issue resolution assistance to IT-ITS team.
• Actively engage with Development, Application Support, Network and Server Team personnel to resolve incidents, tasks, and work orders.

• Notify/escalate to the appropriate personnel on all outages impacting the DOT environment.
• With direction from IT Operations Management, follow all security guidelines and remediation tasks related to PCI to ensure 100% compliancy.

• Image, install and troubleshoot PC's, laptops and tablets at MassDOT offices (for example: ITS locations, RMV Service Centers, Highway Offices, Aeronautics, and MassDOT shared services)
• Install, configure, and deploy software and hardware. (Windows10, Office 365, Client/Lenovo hardware)
• Install, configure and troubleshoot peripherals such as printers, scanners and pinpads.
• Work with outside vendors to report and resolve faulty equipment.
• Use software utilities/tools to maintain user accounts. This includes changing passwords for email and accounts.
• Utilize remote tools to troubleshoot, diagnose and resolve end user issues. (Goverlan, Bomgar, GoToAssist, Logmein)
• Create knowledge documents and standard operating procedures (SOP's). Transfer knowledge to other team members.
• Train employees and other team members on process and technologies when required.
• Research all pertinent information (logs, tech specs, white papers, Google, etc.) to provide resolution for known customer issues and/or develop, test and deploy customer solutions with guidance from IT Management.
• Continually work with Service Delivery team to ensure health and high level reliability of end user computing environment.
• Follows all major outage SOP's and guidelines for local and system wide outages.
• Complete all mandatory training as required.
• Work on special projects as required.

Required Competencies:

• Core - Customer service values and strengths, communication skills, ability to work effectively independently and within a team.
• Leadership Strong and effective leadership qualities that are measurable and observable behaviors. (honesty, integrity, confidence, inspire others, commitment, passion)
• Technical Strong technical skills and knowledge needed for an IT service delivery role.
• General - Combination of abilities, motivations, and traits required to perform effectively in a wide range of Information Technology jobs. (communication skills, teamwork, presentation, creativity)

Required Qualifications:

• In-depth knowledge and concepts of computer hardware and software within a Microsoft Windows environment.
• Excellent customer service skills.
• Ability to logically troubleshoot and resolve complex technology issues.
• Ability to exercise sound judgment and work independently.
• Ability to establish rapport with others.
• Ability to prepare and use technical documentation and flow charts.
• Ability to manage vendors when problems are escalated.
• Demonstrate ownership of the support ticket lifecycle.
• 3-7 Years of Tier 2 PC/Computer support.
• Prioritize effectively and work efficiently with little supervision
• Actively engages with IT Leadership, business owners, and vendors to develop future hardware and software requirements.
• Knowledge of servers and networking technology a plus.
• Project management experience a plus

Equal Opportunity Employer Veterans/Disabled

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

About the Company:
The Computer Merchant, LTD.

About TCMIf you would like to…

• Develop your skills
• Improve your earnings potential
• Gain greater control over your career

The Computer Merchant, Ltd. (TCM) has provided Information Technology Solutions and enterprise staffing services to Fortune 1000, mid to small sized corporations, as well as Federal, state, and local governments for over 30 years.

At The Computer Merchant (TCM), we are committed to your professional and financial success. We'll evaluate your background, experience and qualifications, and then recommend contract jobs that are the best match for your goals.
Click here to learn more!

Fast Facts & Recognition:

• Founded and incorporated in 1980
• We are a privately held, Veteran-owned business.
• We've placed over 3,000 technologists in 2012.
• In 2013 we were ranked 17th among the Area's Largest Temporary Placement Firms by Boston Business Journal.
• In 2013 we were ranked 51st of Area's 100 Largest Private companies by Boston Business Journal.

Company Size:
1,500 to 1,999 employees

Industry:
Staffing/Employment Agencies

Founded:
1980

Website:
http://itstaffing.com/

Salary : $42 - $47