New

Desktop Support Technician

Staffmark Group
$25.00-$33.00
paid holidays
United States, Massachusetts, Waltham
Apr 17, 2026
Pay Rate - $25-$33/hr. Day Shift: M-F (Onsite only) Language Requirements: Fluent English Speaking Intake questions: What is the ticketing technology-Service Now? We use ServiceNow How many tickets a day is the average volume? We will be doing a company conversion and changing PC's from the old company to Wabtec. Also any Incidents that arise. It will be busy. Will the request be by ticket only or also by phone queue? We hope to drive the work but it most will come from ticket or list of machines that need to be converted. 1. ESSENTIAL DUTIES AND RESPONSIBILITIES * Perform Service Desk tasks according to Standard Operating Procedures (SOPs). * Manage Service Delivery for primary (assigned) site, and also other regional sites within immediate Team. * Identify and deliver computer hardware, software and miscellaneous services meeting the defined Service Level Agreements (SLAs). * Accurately document instances of hardware failure, repair, installation, and removal in the ITIL Service Desk system. * Perform tasks related to Service Desk support in acquisition integrations * Administer and support current Anti-virus and Tanium software implementations to ensure the security of client systems. Monitor desktops for patching and anti-virus compliance. * Maintain the Configuration Management Data Base (CMDB) within the Service Desk system ensuring accurate IT inventory documentation. * Performs activities related to the operations and monitoring of the IT environment. Including on-site support at shopfloor and field services. * Maintain the Configuration Management Data Base (CMDB) within the Service Desk system ensuring accurate IT inventory documentation, IT stock management. * Perform timely activities related to the PC lifecycle: Install, Move, Add, Change, Refresh, Stock, Dispose. * Implement, configure, troubleshoot and maintain network printer/scanner MFD. * Implement, configure, troubleshoot and maintain desktop Teams and mobile phones. * Resolve backlog for incidents & SRs, report progress to end users and track root cause analysis. * Obtain approval and purchase hardware and software as required or requested. * Perform the VIP support on site when requested. * Under direct supervision, performs standard tasks using established methods, principles, concepts and procedures related to Service Desk activities. * Under some supervision, performs varied tasks and assignments involving judgment and some freedom to act. * Resolves questions or problems, referring only complex issues to higher level. Some evaluation, originality and ingenuity are required. Will participate in projects that are large scale deployments of client support level software or hardware. * Identify needs for end user training / tutorials and deliver them. * Perform other duties as assigned by the Service Delivery Management Teams. 2. MINIMUM QUALIFICATIONS AND EXPERIENCE Minimum education, job experience, certifications, skills, knowledge and abilities that incumbents must typically have to perform the essential functions of the job acceptably with or without reasonable accommodation. * Bachelor's degree or country equivalent in a relevant discipline or commensurate combination of relevant experience and certifications * Minimum 3 years of experience in related IT roles * Windows 7/10/11 user and administrator knowledge/experience (Proven MS Certifications\trainings) * Proven TCP/IP and networking knowledge and work experience (ICND1) * PC Desktop/Laptop hardware knowledge at professional level * Audio/Video equipment support experience * Proven English language knowledge working level both oral and written (intermediate level minimum) * Able to read and understand technical manuals, standard operating procedures, and OEM guides. * Ability to effectively prioritize and execute tasks in a high-pressure environment. Other skills and qualifications * Excellent verbal and written communication/language skills required to include the ability to provide written and verbal instructions, and compile and present information clearly. * Demonstrated customer focus - evaluates decisions through the eyes of the customer * Strong analytical skills - strong problem-solving skills, communicates in a clear and concise manner and effectively evaluates information / data to make decisions * Anticipates obstacles and develops plans to resolve * Broad understanding of IT Infrastructure and support processes * Experience managing 3rd party service providers * Apple Mac, iOS and Android expertise * Strong track record of understanding and interest in current and emerging technologies demonstrated through training, job experience and / or industry activities * Change oriented - actively generates process improvements * Supports and drives change, and confronts difficult circumstances in creative ways * Knowledge of ITIL Foundations * Ability to present ideas in user-friendly language. The base pay range listed reflects what we reasonably expect to offer for this role. Actual pay may vary based on location, experience, and performance. Depending on the position, benefits may include medical, dental, and vision coverage; retirement and savings plans; paid holidays and time off; supplemental insurance; and additional wellness or incentive programs. About Us At Staffmark, we connect hardworking people with great companies, creating opportunities that make a lasting impact. Staffmark is an equal opportunity employer. Allapplicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other legally protected status. Staffmark offers reasonable accommodations for qualified individuals with disabilities; contact your local branch for inquiries. Staffmark is an E-Verify employer. See our Privacy Notice for Candidates and Employees/Contractors at https://smgroupna.com/privacy-notice-for-candidates-and-employees-contractors. By applying, you consent to receive AI-generated and non-AI-generated calls, texts, or emails from Staffmark Group, its affiliates, and partners. Frequency varies and message/data rates may apply. Reply STOP to cancel or HELP for help.