IT Service Desk Analyst II at Piper Companies

Piper Companies is seeking an IT Service Desk II to join an established biotech company located in Boston, MA. This position is 100% onsite (5 days per week). This role will involve performing incident/ticket management for all end-user computers, workstations, and AV equipment.

Responsibilities of the IT Service Desk II:

·       Respond to incoming incident tickets through the IT ticketing system.

·       Install and update workstation equipment/hardware, manage routine checks to ensure proper functioning.

·       Manage hardware/peripherals inventory (storing, tracking, shipping, etc.)

·       Act as single point of contact for Tier 1 duties through resolution: software installations, network account configurations, updates, and initial troubleshooting.

Qualifications of the IT Service Desk II:

·       3-5 years of service desk experience

·       Strong usage and troubleshooting skills with:

• Windows 10
• M365 applications
• Azure tenant
• Active Directory
• Desktop and laptop computers, Workstation equipment (e.g., docking stations, monitors, peripherals)

·       Familiarity with: MacOS, iOS, Android, incident management systems, endpoint management tools, vulnerability management, and remote management

·       Working knowledge of basic network concepts and equipment (e.g., Aruba switches, APC UPS, Wireless Access Points). Wired and wireless networking support and troubleshooting experience.

·       Any IT Certifications preferred

Compensation for the IT Service Desk II:

Hourly Rate: $30.00-$35.00 per hour

Full Benefits: Medical, Dental, Vision, 401k, etc.

#LI-KS1

#LI-ONSITE

Keywords: Keywords: Service Desk, Technical Support, Help Desk, Desktop, Desktop Support, IT Support, Customer Service, Troubleshooting, Incident Management, Problem Resolution, outage, escalate, Ticketing Systems, ITSM (IT Service Management), Call Resolution, Remote Support, User Support, Hardware Support, Software Support, PC Troubleshooting, iOS, hardware, PC, iOS Troubleshooting, Windows Support, Linux Support, Mac OS Support, Network Troubleshooting, Password Reset, Account Management, System Configuration, Device Deployment, ITIL (Information Technology Infrastructure Library), SLA, Service Level Agreement, Service Delivery, end-user, End-User Support, Phone Support, Email Support, Walk-up Support, IT Escalation, Active Directory, VPN Troubleshooting, Desktop Support, Hardware Imaging, System Updates, Mobile Device Management, Asset Management, Customer Communication, JIRA, ServiceNow, Zendesk, Remedy, Problem Escalation, Root Cause Analysis, Microsoft Office Suite, Patch Management, Performance Monitoring, Multi-tasking, Time Management, Mentor, IT Infrastructure