Job Type: Full Time

Job Category: IT

Job Description

Role: Desktop and Mobility Support

Location: Boston, MA – Onsite

Fulltime – Permanent

Job Description

Must Have Technical/Functional Skills

• Desktop support
• L2 Windows support
• Mac OS support
• Windows 10/11
• Apple iOS Support
• Roles & Responsibilities
• Provide Level 2 remote troubleshooting and support for laptops, desktops, virtual desktops (VDI), and mobile devices.
• Diagnose and resolve hardware, software, operating system, and peripheral-related issues escalated from the Service Desk.
• Utilize remote support tools to investigate and resolve technical incidents efficiently.
• Perform root cause analysis and implement permanent fixes for recurring issues.
• Support and troubleshoot Windows 10/11, macOS, and iOS operating systems.
• Resolve issues related to Microsoft Office 365, VPN, Antivirus, Teams/Skype, browsers, and standard enterprise applications.
• Assist users with software installations, upgrades, and configuration management.
• Knowledge of Microsoft Intune, Windows Autopilot, and JAMF environments.
• Enroll, configure, and maintain corporate-owned mobile and iPad devices.
• Support Windows 11 feature updates and modern management initiatives.
• Deploy device drivers, BIOS updates, firmware, and operating system patches.
• Investigate, troubleshoot, resolve, and escalate incidents according to SLA requirements.
• Maintain accurate ticket documentation and updates in ServiceNow.
• Identify trends and recurring issues and collaborate with engineering teams for permanent resolution.
• Participate in problem management and continuous improvement activities.
• Generic Managerial Skills
• Strong customer service orientation with a focus on delivering an excellent end-user experience.
• Excellent verbal and written communication skills with the ability to interact effectively with technical and non-technical stakeholders.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Ability to prioritize multiple tasks and work effectively in a fast-paced, SLA-driven environment.
• Demonstrated ownership, accountability, and attention to detail.

Required Skills