2018-07-03

Sr. Help Desk Technician
Job Opportunity at Ridgeback Management Services LLC

Posted on Jul 3

http://teamridgeback.com    646-883-2927

Location: Boston, MA
Job Type: Full Time
Job ID: W4163063

 Our client is a premier Government and Commercial services provider to the security, healthcare, IT, environmental, military operations, construction, and tourism industries. They are known for their exceptional employees, fiscal strength, creativity and innovation, and for providing excellent cost and performance value to their customers and business partners. 

Summary:
The Sr. Help Desk Technician will provide expert advice and support services in IT business technologies.
 
Essential Duties and Responsibilities: (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position)
  • Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
  • Build rapport and elicit problem details from help desk customers.
  • Identify, diagnose, and resolve level one problems for users of the software and hardware, LAN and WAN, VPN, the Internet and new computer technology; communicates solutions to end-users.
  • Mentor and train other technicians on more complex and/or critical procedures and items.
  • Document, track and monitor problems to ensure timely resolution.
  • Assist in tracking help desk calls pertaining to application, networking, and systems problems and issues.
  • Promote a very high level of customer satisfaction through proper telephone techniques and respond with the elevated level of urgency to user problems.
  • Correct application issues, solve network and security problems and identify common PC software and hardware problems.
  • Provide hardware support of end-user equipment, such as installing replacement hardware or upgrading hardware.
  • Support Software/Hardware on equipment such as Scanners, Copiers, Printers, Monitors and other peripherals.
  • Assign user-name, password, and access right permissions for multiple proprietary applications, as well as client software.
 
Non-Essential Duties:
  • Other duties as assigned
 
Supervisory Responsibilities:
  • May manage a limited number of supporting staff; by carrying out supervisory responsibilities in accordance with corporate policies and applicable laws.
 
Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
  • High School Diploma/GED required
  • 5 years of related experience and Microsoft Certified IT Professional (MCITP) on Windows 7 are required (a combination of additional experience, education, and training may substitute formal education). Windows 10 is a plus.
    CompTIA Security + certified or Government approved equivalents.
    Secret clearance required.
 
Knowledge, Skills and Abilities:
  • Must be well organized, an effective communicator at multiple levels and able to grasp system concepts and communicate their applications.
  • Must be capable of quickly learning new systems and associated software applications for proficient execution of tasks.
  • Ability to manage multiple projects with time-related constraints in a fast-paced contract manufacturing environment.
  • Speak effectively before groups of internal and/or external customers or employees.
  • High level of integrity and accountability
  • Ability to travel.
 
Diversity:
  • Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
 
Ethics:
  • Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
 
Physical Demands:
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.
 
Work Environment:
  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
  • The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.
  • During visits to areas of operations, may be exposed to extreme cold or hot weather conditions.  Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.
 
Our client is an Equal Opportunity Employer Minorities/Women/Veterans/Disabled/Sexual Orientation/Gender Identity
 
Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
  • High School Diploma/GED required
  • 5 years of related experience and Microsoft Certified IT Professional (MCITP) on Windows 7 are required (a combination of additional experience, education, and training may substitute formal education). Windows 10 is a plus.
  • CompTIA Security + certified or Government approved equivalents.
  • Secret clearance required.
 Software Technology

Primary Location

United States-Massachusetts-Boston 
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