Job Directory Support Desk Technician

Support Desk Technician
Boston, MA

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Job Description

Who We Are

EPAM Continuum is an integrated consulting offering within EPAM, a global SW engineering and digital transformation consisting of more than 30,000 professionals working across multi-disciplinary teams combine business expertise with design thinking, world-class engineering, modern operations practices and knowledge of leading tools and frameworks to help our clients transform their businesses.

Who We Are Looking For:

We are seeking a motivated Support Desk Technician to join our customer driven and committed internal IT support team. This position will report to the IT Manager and will work with other members of the IT team to assist all employees and offices in all facets of IT functionality.

The nature of the work requires a proven ability to multi-task, re-prioritize and manage a busy "Support desk". Exceptional customer service focus and communication skills are essential. This role requires the ability to work with multiple professional levels all with competing needs and therefore demands a skillset to instantly analyze critical resolution path priorities while balancing and delivering the short/medium terms needs of the team.

What You'd Be Doing:

The Support Desk Technician is the first point of contact and will start analyzing and troubleshooting end-user generated helpdesk tickets into the company's IT ticketing system. These tickets include support for PC's, Mac's, printers, desk phones, mobile phones, video conferencing systems, software, hardware, and applications. The position is also responsible for the initial build-out of laptops and desktops, management and deployment of system imaging, software updates/ patches, and hardware support for all employees.

The Support Desk Technician will work closely with other support desk employees, the Senior Support Desk Specialist, Systems/Network Engineer, and the IT Manager to understand end-user needs and assist in implementing new technologies to improve productivity.

Support Desk Responsibilities:

* Respond to, and resolve submitted Support Desk tickets in the company's ticketing system in an efficient and timely manner.
* Administration of the company's new user setup procedures accounts creation and Laptop buildout and deployment.
* Utilize and maintain relationships with external vendors for printer and telephony support.
* Assist end-users with A/V needs for meetings, presentations and collaboration sessions.
* Manage the rotation of computer and telephony assets.
* Maintain all facets of the end user machines thru System imaging, patching of and software deployment using the companies Administration system.
* Maintain, improve, and organize the team's administration systems thru documentation, asset tracking, and ticket closure.
* Take leadership in finding new ways to support end users thru new IT toolsets, improved process, and by way of proactive end-user education.
* Assist the Senior Support Desk specialist and the Systems Administrator in their roles and project initiatives as it relates to end users.

What We Are Looking For:

To perform this job successfully, you should be customer-centric and be able to perform each described duty in a timely, accurate, and effective manner. The requirements listed below represent the minimum level of knowledge, skill, and ability necessary for the candidate.

Required Skills and Experiences

* Degree in Computer Science, Information Technology or related field with or 1-3 years relevant experience.
* Experience with Microsoft Lync, Skype For Business, Microsoft Office 365, Outlook, and other desktop applications.
* Highly effective written and verbal communication skills
* Experience supporting mobile devices and mobile platforms Android, IOS, Windows
* Demonstrated break-fix experience in a wide range of hardware and technologies
* Experience troubleshooting and working with windows and mac based operating systems in a multi-functional, multi-location environment.
* Experience supporting end users in an Active Directory Topology utilizing DNS, DHCP, and Group Policy design in a mixed Mac/PC environment.
* Networking Experience including Wireless Networks and Access points and client-side supporting hardware for wireless networks.
* Experience troubleshooting print and imaging devices for mac and pc-based end users.
* Ability to thrive in a team-oriented, fast-changing environment while demonstrating integrity, maturity and a constructive approach to challenges
* Ability to work 8 hours a day between 9 AM and 6 PM with reasonable flexibility to support occasional functions outside of normal business hours.

Preferred Skills and Abilities

* Experience with management appliances or similar patch and image deployment systems akin to WSUS, Dell KACE, Mac image deploy
* Experience scripting software installations and working with patch deployment systems
* Experience with creative application software installation including Adobe, Solidworks, and AutoCAD.

Online Application Process

Please upload your resume "Resume Attachments" in the resume attachment section of the application. Attachments must be formatted as Adobe PDF, PowerPoint or Word document.

Equal Opportunity Employer

Continuum is an equal opportunity employer; applicants are considered for all roles without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.

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