Desktop Support Technician II

Tech Lounge Specialist IIILocation: 58 Charles St, Cambridge MAPay Rate: 30 - 34/HR on W2Job Summary: As a Lounge Specialist, you will be the front line of us and interface with customers onsite at their location and provide each user with white glove service for all IT related questions in the area of application support, technology questions, hardware and services. You are highly skilled at detection of users needs, troubleshooting their issue and resolving it or ensuring that the correct process is followed for resolution. You will educate users on technology features, assisting with hardware selection process, demos and training along with provide software and personal training sessions for users on standard tool sets. You are the customer advocate and coordination point for all customer issues and requests even if these are beyond the scope to solve and take ownership of their issue.Additional Requirements: Strong Customer Service skills and are approachable, a good listener, takes ownership of their issue and empathetic. High level of energy and enthusiasm with the ability to thrive in a rapidly changing environment Demonstrated customer focus evaluates decisions through the eyes of the customer, builds strong customer relationships and creates processes with customer viewpoint.Knowledge and Skill Requirements: Excellent Customer Service Skills Advanced knowledge of installation and operation of relevant software, hardware and other equipment Knowledge of relevant call tracking applications 5+ years of related experience and training A+ certification, Microsoft MCP Certified a plusKey Competencies: Ability to deliver great customer experiences and to be invigorated by constant personal interaction Ability to manage multiple, simultaneous tasks, client relationships and expectations Assist with End User support and troubleshooting for issues including PC, mobility, wireless, and audio visual ("AV") conference room telepresence and physical connectivity. Provide support for Windows OS, MS Office, and Core Image applications. Perform PC builds and transfer for new deployments. Assist with hardware repair break/fix support for warranty and out of warranty costs as approved by client. Assist with the analysis and resolution of hardware and software issues. Mobile cell phone support Minor cabling such as patch cables and cable management, where minor cabling excludes cabling work behind the wall, under the floor or above the ceiling where a ladder or lift is required. PC Lifecycle, software support, audio visual, and GCOM/Teams Printers support to assist with printer troubleshooting and resolution of such basic issues as directed by client that are not otherwise provided by a client contractor for managed print services: (examples include: Paper jams, Toner replacement, Basic configuration issues) and Assist managed print services