job summary: The Desktop Support team and the Call Center serve the clients desktop and mobile computing needs across all 11 offices globally. The team's vision is to be a first-class global provider of support services by delivering an exceptional customer experience which anticipates needs, provides guidance and works to resolve technology issues for staff. Software and hardware support for the firm is provided by Desktop Support in partnership with other IT groups. Desktop Support manages the installation, relocation and configuration of hardware and software. In addition to being responsible for the on-going maintenance, upgrades and issuing of desktop computing equipment and laptops, the team also supports A/V technologies throughout the enterprise. The Desktop Support Analyst role is an exciting opportunity for candidates interested in contributing to, and continuing the high standard for service and support. There will be great opportunities to develop an excellent professional skill set and interact with various internal IT and enterprise groups across all levels. RESPONSIBILITIES Work to resolve issues and tickets with the highest standard of service and supportRespond to assigned incidents in a timely mannerRecord, track, and report on all customer incidents and service requests through to completionPlace service calls to vendors when necessary to resolve technical problems.Actively participate in incident management and issue resolution, including log, track, and document issuesMaintain current expertise and competency of relevant technology products, best practices and methods of support deliveryEducate customers on technology and appropriate problem resolution minimising repeat requestsSet up, test, and manage video conference meeting calls between office locations as well as outside parties.Analyse problems to determine cause or source of equipment or software malfunction.Provision hardware and software, including cloud-based applications and environmentsMaintain assets inventory (e.g. hardware, peripherals).Contribute to the documentation of processes and procedures via the Knowledge BaseAssist with Projects, Initiatives and Pilot Programs. QUALIFICATIONS Ability to work independentlyDemonstrated experience of hands-on Service Desk or Desktop Support in a Windows environmentAbility to exhibit a collaborative and optimistic work ethic focused on customer satisfaction as the highest priorityAbility to execute tasks and build relationshipsExcellent problem-solving and decision making skillsFlexible and open to changing priorities and managing multiple tasks simultaneouslystrong communication skills - both written and verbalExperience with Windows 10, LAN/WAN, Ethernet, PC Hardware, iOS Support, Active Directory, VC/AV Support, and Citrix environments; advanced proficiency in Microsoft Office, Adobe Acrobat, and ServiceNow preferred.Ability to be flexible and willing to work evenings/weekends if necessaryBA/BSC degree in Technology and/or Business preferredITIL Foundation Level preferredMCSA and/or A+ completed or in progress preferredWindows 10 Certification preferred location: BOSTON, Massachusetts job type: Permanent salary: $65,000 - 75,000 per year work hours: 8am to 5pm education: Bachelors responsibilities: Educate customers on technology and appropriate problem resolution minimising repeat requestsSet up, test, and manage video conference meeting calls between office locations as well as outside parties.Analyse problems to determine cause or source of equipment or software malfunction. qualifications: Experience level: ExperiencedMinimum 3 years of experienceEducation: Bachelors skills: Desktop Support Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status. For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.