Help Desk Support Technician

One of our clients in Boston, MA, is urgently looking for

Help Desk Support Technician
• Hourly Rates:

$28 - $30 per hour (W2)
Duration:

Long-term
Must Have:
Should have at least 5 years of experience with the following:
Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
Hands-on experience with imaging and configuring laptops and desktops
Expertise in providing support to O365 including Active Directory
Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
Support for the Mobility devices. Experience with JAMF and iPhone support would be a plus
Experience with Ticketing system - ideally with ServiceNow
Responsibilities:
Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance
Respond to end-user requests for updates on ticket status and promptly follow up as needed.
Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
Perform managed print service invoicing/meter read/polling report verification
Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
Provide On-call support if required outside business hours on a rotational basis