Desktop Support Technician II

Desktop Support Technician II
Boston, MA 021308
3 months assignment (Temp to Perm)

Work Schedule:
8 am - 5 pm Monday through Friday.
Occasional after-hours support, maintenance activities, project work, and emergency response may be required.



Job Description
An experienced Level II Support Technician to provide on-site IT support services for a manufacturing customer in Boston, MA. The technician will serve as the primary local technical resource supporting end users, desktop systems, mobile devices, manufacturing-connected technology, printers, scanners, and site infrastructure initiatives. This position requires strong technical troubleshooting skills, a customer-focused mindset, and the ability to work independently within a manufacturing environment.



Primary Responsibilities
End User Support
Deliver deskside support for hardware and software incidents affecting laptops, desktops, and workstations.
Troubleshoot and resolve Windows operating system issues, application issues, and peripheral device problems.
Provide VIP and executive support when required.
Support Microsoft 365 applications and standard business productivity tools.
Assist users with account access, device setup, and day-to-day technical issues.
Device Deployment & Lifecycle Services
Image, configure, deploy, and replace desktops, laptops, tablets, and mobile devices.
Perform hardware upgrades, break/fix repairs, and warranty coordination.
Execute refresh, migration, and asset management activities.
Maintain accurate asset inventory and asset tracking records.
Support patching and device compliance activities according to customer standards.
Site Technology Support
Support printers, label printers, handheld scanners, RF devices, and related workplace technology.
Troubleshoot manufacturing-related endpoint devices and local site technologies.
Assist with lab systems, virtual machine environments, and operational technology (OT) support as directed.
Perform technology setup and support for conference rooms and collaboration spaces.
Infrastructure & Smart Hands Support
Provide onsite "hands and feet" support for customer infrastructure and network teams.
Assist with switch, wireless access point, UPS, and network hardware activities following customer procedures.
Support cabling, rack, and equipment installation projects.
Participate in site moves, adds, changes, and infrastructure upgrades.
Coordinate with remote engineering teams during maintenance and project activities.
Operational Excellence
Manage incidents and service requests through ServiceNow or approved ticketing tools.
Meet service level expectations and maintain accurate ticket documentation.
Communicate effectively with users, site leadership, and support teams.
Identify trends and opportunities for process improvement.
Maintain compliance with customer security, safety, and operational standards.



Required Qualifications
3+ years of desktop, deskside, or field support experience.
Strong knowledge of Windows 10 and Windows 11.
Experience supporting Microsoft Office and Microsoft 365 applications.
Experience using ServiceNow or similar ticket management systems.
Understanding of TCP/IP networking fundamentals.
Experience supporting printers, peripherals, scanners, and mobile devices.
Excellent customer service and communication skills.
Ability to prioritize multiple tasks in a fast-paced manufacturing environment.



Preferred Qualifications
Manufacturing or industrial environment experience.
Experience supporting Zebra or similar label printers.
Knowledge of network switches, wireless infrastructure, and Smart Hands support activities.
Familiarity with asset management and hardware lifecycle programs.
Relevant technical certifications (CompTIA A+, Network+, Microsoft, or equivalent).



Physical Requirements
Ability to lift up to 25 pounds independently and up to 50 pounds with assistance.
Ability to stand, walk, bend, kneel, crawl, and move equipment throughout the facility as required.



Success Factors
Strong troubleshooting and problem-solving skills.
Ability to work independently with minimal supervision.
Excellent customer service and communication abilities.
Experience supporting users in manufacturing or industrial environments.
Ability to balance end-user support, infrastructure activities, and project work while maintaining service levels.