Help Desk Engineer (Hybrid)
215 First St Cambridge, MA 02142 US
Job Description
Essential Job Functions
- Performs troubleshooting and identification of applicable problems relating to PC’s, applications, and basic network communications
- Engagement throughout the lifecycle of a ticket; including research and communication of status to users
- Provide administrative support for business applications to end users
- Working with additional Helpdesk staff to manage ticket assignments and issue resolution
- Demonstrate superior service to our end user community by proactively communicating and ensuring that desired customer outcomes are achieved
- Working with Systems Engineers, Information Security and Business Analysts to resolve/escalate problems
- Support building technology including VoIP phones and AV offerings
- Engage in project-based assignments with system engineers on an as needed basis
- Research various problems to provide appropriate responses to end users, be able to do basic troubleshooting and assist users through simple procedures
- Monitor Helpdesk queue (voicemail, e-mail and ticketing system) for support inquiries
- Provide basic administration of accounts and passwords
- Mobile device management using centralized control applications (iOS and Android)
- Departmental purchasing to include order creation, receiving and inventory control of equipment/supplies
- Provide training for local staff on audio/visual technologies
- Participate with on-call rotation and occasional evening hyper care
- Contribute to our Knowledge database by creating Knowledge articles
- Other duties as assigned
- Travelling to remote offices within the region as needed
Qualifications/Experience
- Bachelor’s Degree in IT or similar field preferred
- Microsoft Certified Professional certification (or higher) is a plus
- Minimum 2+ years of experience in a Help Desk/Service Desk, or similar role
- Ability to multi-task
- Highly organized and self-motivated
- Passion for teamwork and problem solving
- Be familiar with and capable of supporting and troubleshooting common business technologies, particularly Microsoft products (including Office365)
- Deliver excellent customer service onsite and via the telephone/remote applications
- Effectively manage time and resources
- Must be well spoken, organized, detailed-orientated, dependable, and flexible
- Familiarity with remote access technologies (Citrix, VPN)
- Experience with multi-factor authentication (Microsoft, DUO)
Kinect provides career advice and advancement to tech professionals while providing best in class support to our clients. Kinect specializes in roles in software and applications, IT infrastructure and operations. We provide contract and project resources to a broad range of organizations on a national basis. Contact us to see how Kinect can help you further your career goals.
Kinect provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal requirements, Kinect complies with applicable state and local laws governing non-discrimination in employment in every location in which the company conducts business
Meet Your Recruiter
Woody Wiegmann
Engagement Manager
Woody is a Washington D.C. native with two young kids. His professional life began in recruiting, and he continued to work in the industry after moving to L.A. He then moved to Nashville, where he received an MBA from Vanderbilt and moved into the financial sector. After working at a large bank and an RIA, Woody ran his own investment management firm before returning to his first love in recruiting. He is a monster in pickup basketball and is a fitness enthusiast. Woody is an avid Washington Wizards fan (a sign of his tenacious spirit) – but above all, he loves hanging out with his children.