Vertex Solutions Inc.
Location
Boston, MA | United States
Job description
Service Desk Level 1
Full Time
Boston hybrid, 4 days in the office, 1 day remote
Must be willing to participate in an on-call rotation, typically involving one weekend day per month for 4 hours.
Primary Responsibilities and Duties:
Provide customer-facing technical support for hardware and software, including Microsoft's core business applications and operating systems on Dell platforms.
Manage and deploy laptops and peripherals to a national customer base, including diagnosing and repairing hardware issues, imaging machines, and assisting new hires with remote initial setups.
Utilize strong problem-solving skills to prioritize, diagnose, and resolve customer issues, with a focus on achieving first-contact resolution.
Communicate with customers promptly to provide progress updates in accordance with established service level agreements.
Effectively document troubleshooting steps and status updates in the ticketing system.
Requirements and Qualifications:
College degree preferred.
3 years or more of customer-facing technical support experience, preferably with a large or national customer base.
Experience with ServiceNow is a plus.
Technical Skills:
Proficient in hardware and peripheral support, including a deep understanding of hardware configurations and capabilities.
Strong expertise in Windows 10 Operating System support.
Familiarity with system imaging via SCCM.
Experience supporting the Microsoft M365 suite (OneDrive, Outlook 365, PowerPoint, Word, Excel, and Teams).
Basic understanding of LAN/WAN systems.
Familiarity with MFA and SSO.
Understanding of VDI and VPN end-user support.
Knowledge of changing passwords on a networked domain system.
Basic understanding of VoIP phone systems (Mitel experience is a plus).
Ability to troubleshoot iOS and Android mobile devices.
Vertex Solutions Inc is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national origin, ancestry, religion, age, citizenship, sex, marital or veteran status, disability or handicap, genetics, sexual orientation or any other basis prohibited by applicable law.
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