IT / Programmer - Desktop / Helpdesk Job in Boston, Massachusetts US
Desktop Support serves as Level-2 support for individuals requiring technical support on hardware (Laptops, PCs, and Printers) and software utilized by the organization.
It is necessary for individuals in this department to have an excellent customer service focus.
They provide basic to complex support, depending on the nature of the IT problem and take responsibility for tracking and coordinating problems and solutions as well as for collecting and analyzing customer satisfaction data.
A major portion of one's time is utilized in responding to work requests surrounding the installation, configuration, or maintenance of client software; the deployment of new technology releases, performing new PC installations, troubleshooting, and software repair.
Individuals in this department also perform system integration testing of software upgrades, new software, hardware, or new technologies.
Responsibilities and Qualifications Include: Documenting solutions to problemsWriting installation guidelines and service pack instructionsEducating the clientResearch, evaluate, and recommend personal computer software based on application needs and anticipated growthWrite proposals for purchasing new or upgraded software and hardwareIndividuals act as project team members or leaders, depending on the scope of their projectsThey demonstrate high level of knowledge of various types of hardware and software (custom or packaged) and have superior troubleshooting capabilities
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