Desktop Support Specialist - job 2 of 4

Formal position title: L2 Tech IT Walk-In Clinic

Full time

Location : Waltham and Lexington MA

Responsibilities and Duties:

• Manage IT Walk-in Clinics -Waltham & Lexington / Ensure coverage for Waltham and Lexington Office daily.
• Work on tickets & escalations assigned by Lead and client.
• Responsible for IT Walk-in Clinic cleanliness.
• Build Loaner laptops / troubleshoot software & Hardware issues in Windows and Mac laptops.
• Receive in all equipment shipped to the Corporate Office and keep track of it.
• Maintain inventory of commonly needed supplies.
• Process old laptops returned / Maintain spreadsheet/record.
• Help with Vendor maintenance
• Kit/Equipment setup in Waltham & Lexington locations
• Compile/maintain all Hardware & Software inventory in spreadsheet
• Create and work on Service Now tickets for new joiners/loaner laptops and keep track of all.
• Provide documentation/troubleshooting fixes to add in Service Now Knowledgebase
• Provide productivity reports to FMC and HCL when required
• Liaison with level 3 groups and escalation management
• AAA (Administrative Assistant Assistance) Support / New-Hire / Onboarding assistance
• Point of contact person for any walk-in customer at IT walk in clinics
• Manage SLAs, metrics, and KPIs
• Ensure proper process and procedures are in place to ensure agreed service levels and key performance indicators are met/exceeded
• Must have working knowledge of the Service now ticketing system to document ticket status and resolutions

Job Type: Full-time

Pay: From $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Relocation assistance

Experience level:

• 5 years
• No experience needed

Schedule:

• 8 hour shift
• Weekdays
• Weekend availability

Ability to commute/relocate:

• Oklahoma City, OK: Reliably commute or willing to relocate with an employer-provided relocation package (Required)

Work Location: One location