Softworld Field Service Support Technician II in Dorchester, Massachusetts

Field Service Support Technician II

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Date posted:

October 13, 2016

Job Type:



Dorchester, MA

Job ID:



Desktop Support

Job Description: Provide desk side and phone support including support via remote tools (RDP, Remote Desktop, SCCM Viewer) for the day-to-day trouble tickets and hardware/software requests that are forwarded to Field Services Team. This includes, but is not limited to desktop PC’s and laptops (multiple manufacturers and models), iPads, iPhones, Androids, printers, IP phones, network connectivity issues, etc. Will also provide video conference support to VIP’s along with dedicated technical support to the VIP’s, when necessary. Individual will also configure, test, document, and track inventory, and deploy desktop PC’s and laptops, printers, desk phones and mobile devices to users that have requested a device to perform daily operations. The individual will also update incident, request, and phone tracking systems as he or she completes the required work involved. Individual will also assist in IT project rollouts and moving equipment, when requested. Other duties as assigned.

Minimum Qualifications: • Must have at least 5 years previous experience in IT field • Must be able to work in a fast pace environment • Customer Service Oriented • Self-starter • Ability to work effectively with little supervision • Ability to work with all levels of management • Support of IE8, 9, 10, 11, Chrome, FireFox • Technical knowledge of Microsoft Office Suite (2010, 2013, Office 365) • Technical knowledge of Windows Operating Systems (Windows 7 and 10) • Technical knowledge of IT hardware devices (Desktop PC’s, Laptops, Cisco IP Phones, iPads, iPhones, Androids, Microsoft Surface Pro 3 and 4 etc) • Technical knowledge (imaging devices, building Images using SCCM) • Virus Identification and removal using provided tools • McAfee EPO and virus software experience • Technical knowledge with Video Conferencing • A+ certified a plus • Lifting involved up 50 lbs. • Must be able to work in a team environment. • Must be reliable. • Must be able to travel between multiple Boston sites for backfill or providing support, including VIP’s when necessary. (for VIP support roles only) • Excellent communication skills (written and verbal) • Positive Attitude • Business Professional • Ongoing knowledge of new devices and technology. • Mobile Iron or other M2M software knowledge (for mobile roles only) • MS Access database creation and administration (for mobile roles only) • MS Excel reporting and pivot table creation (for mobile roles only) • Cisco VPN client and AnyConnect products • General MS Outlook exchange settings and active sync support