Desktop Support Contract Role- On-siteStone Search, LLC • Boston, MA, United States

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Desktop Support Contract Role- On-site

Stone Search, LLC • Boston, MA, United States

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[job_card.temporary]

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Desktop Support

2 month contract
US Citizens or GC Holders

On-site in Boston, MA

Responsibilities :

Serve as an effective technical resource to customers who contact them directly for timely assistance and high-quality solutions and support, as well as for escalations requiring software and hardware requests; Promote new technologies;

Facilitate and support meeting technology events and tools including video conferences, presentations, client meetings and special events;

Collaborate with Firm-wide departments to ensure proper and accurate scheduling and execution of meetings and events;

Answer incoming first level support calls / emails as well as provide on-site support to firm end users at the local office;

Install and maintain computer software standards in accordance with departmental requirements and procedures;

Work across IT teams to achieve timely escalation and closure of software and hardware issues;

Maintain the operational availability of office computers and printers;

Maintain asset management system to ensure the accuracy and currency of Firm assets;

Use Firm call tracking technology, in conjunction with departmental best practices, to create, update, escalate, and close tickets recording the life-cycle of a services request;

Practice call ownership by acting as a liaison with Firm-side IT groups and customer keeping them apprised of service request status until request is resolved to customer’s satisfaction;

Participate in IT initiatives, projects, and deployments; promotes effective training and user acceptance of Firm software;

Support mobile device technologies; Promote and support remote access tools and best practices;

Facilitate the handling of planned service events such as monthly network maintenance, or unplanned network disruptions / critical outages requiring effective coordination and reporting to responsible IT groups (Network Operations, Telecom, etc.);

Foster data security policies and best practices; adhere to Information Security regulations and guidelines to ensure proper handling and security of Firm data;

Works beyond scheduled hours as necessary for planned and unplanned work and support; light travel may be required; and

Impeccable work ethic is a must (Punctual, Reliable Attendance and Self- motivated).

Proficiencies :

Advanced proficiency in Microsoft Operating Systems, specifically application installation and configuration processes;

Advanced proficiency in Microsoft Office Suite;

Advanced proficiency in Service Now;

Advanced proficiency in MS Teams;

Advanced to expert proficiency in remote access architectures, applications and technologies (Citrix, VPN);

Advanced to expert knowledge of mobile technologies (iOS, iPad OS);

Advanced to expert proficiency in networking technologies, cabling topologies, data communication devices, and related applications;

Advanced to expert proficiency in Inter / Intra / Extranet technologies;

Advanced to expert proficiency in Document Management Systems (iManage / Work 10);

Advanced knowledge of customer service principles and practices;

Advanced proficiency with data security and security applications;

Advanced proficiency with project management; and

Advanced proficiency in remote access architectures, applications and technologies (Citrix, VPN).

Qualifications :

Associate’s degree (preferred); Bachelor’s degree (preferred); or similar work experience;

At least 3 years of experience providing direct support to customers in the areas of business solutions, software, hardware and networking technologies;

At least 3 years of experience in LAN, WAN and network systems support and management;

At least 3 years of experience configuring, installing and maintaining client PC operating systems and related devices; and

At least 3 years of professional services or law firm experience (preferred).

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Desktop Support • Boston, MA, United States

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