Senior Helpdesk Support in Boston, MA at Signature Consultants

Date Posted: 9/3/2020

Job Snapshot

  • Location:
    Boston, MA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    9/3/2020
  • Job ID:
    316650

Job Description

Help Desk Summary:

Signature Consultants has an opportunity for a Help Desk position. This role is an advanced level technical position responsible for technical troubleshooting and repair, specifically in support of connected devices. This role will also support remote installations as needed. This is an onsite office position.

Responsibilities:

  • Takes initial requests for service assigned by Dispatch. This includes escalated calls.
  • Contacts customer, performs basic triage of issue, obtains information and begins troubleshooting through remote software
  • Troubleshoot print drivers (both PC and Macs)
  • Troubleshoot network scanning issues, including Windows and Mac file shares, firewall, email server issues, network connectivity issues and printing issues with MS Office, Corel Office, and Adobe products
  • Train on and perform remote installations
  • Provides advanced support to external and internal customers, including assisting field technicians and sales staff with technical support
  • Logs work performed and completes or assigns the service call to field service and completes all required administrative tasks in an accurate and timely manner
  • Mentors peers and assists with training as appropriate
  • Establishes resolution to escalated Help Desk calls
  • Be well practiced in advanced scanning and auditing software products for MFPs, or achieve and practice troubleshooting issues for same at an advanced level in a short period of time

Qualifications:

  • Demonstrates excellent customer service skills and represents client in a professional manner.
  • Follows company programs, policies and procedures
  • Maintain a positive attitude with all customers
  • Understands and utilizes proper problem escalation procedures
  • Accepts and resolves customer issues as escalated by level 2

About Signature Consultants, LLC

Headquartered in Fort Lauderdale, Florida, Signature Consultants was established in 1997 with a singular focus: to provide clients and consultants with superior staffing solutions. For the ninth consecutive year, Signature was voted as one of the "Best Staffing Firms to Work For" and is now the 14th largest IT staffing firm in the United States (source: Staffing Industry Analysts). With 28 locations throughout North America, Signature annually deploys thousands of consultants to support, run, and manage their clients' technology needs. Signature offers IT staffing, consulting, managed solutions, and direct placement services. For more information on the company, please visit www.sigconsult.com. Signature Consultants is the parent company to Hunter Hollis and Madison Gunn.

Job Requirements

Job Summary: The Help Desk III position is an advanced level technical position responsible for technical troubleshooting and repair, specifically in support of connected devices. This role will also support remote installations as needed. This is an onsite office position. Essential Functions: Takes initial requests for service assigned by Dispatch. This includes escalated calls. Contacts customer, performs basic triage of issue, obtains information and begins troubleshooting through remote software. Troubleshoot print drivers (both PC and Macs) . Troubleshoot network scanning issues, including Windows and Mac file shares, firewall, email server issues, network connectivity issues and printing issues with MS Office, Corel Office, and Adobe products. Train on and perform remote installations Provides advanced support to external and internal customers, including assisting field technicians and sales staff with technical support. Logs work performed and completes or assigns the service call to field service and completes all required administrative tasks in an accurate and timely manner. Mentors peers and assists with training as appropriate. Establishes resolution to escalated Help Desk calls. Be well practiced in advanced scanning and auditing software products for MFPs, or achieve and practice troubleshooting issues for same at an advanced level in a short period of time. Required Qualifications: (Knowledge, Skills, Abilities) Demonstrates excellent customer service skills and represents Centric in a professional manner. Follows company programs, policies and procedures. Maintain a positive attitude with all customers. Understands and utilizes proper problem escalation procedures. Accepts and resolves customer issues as escalated by level 2. About Signature Consultants, LLC Headquartered in Fort Lauderdale, Florida, Signature Consultants was established in 1997 with a singular focus: to provide clients and consultants with superior staffing solutions. For the ninth consecutive year, Signature was voted as one of the “Best Staffing Firms to Work For” and is now the 14th largest IT staffing firm in the United States (source: Staffing Industry Analysts). With 28 locations throughout North America, Signature annually deploys thousands of consultants to support, run, and manage their clients’ technology needs. Signature offers IT staffing, consulting, managed solutions, and direct placement services. For more information on the company, please visit www.sigconsult.com. Signature Consultants is the parent company to Hunter Hollis and Madison Gunn.