Lead IT Technician

Support Lexington MA, and Cambridge MA offices (parking available at both locations)

SummaryUse technical expertise to solve customers’ issues, analyzing the pain-point and communicating a solution. Document the support process with technical support software. Overall, provide excellent customer service while improving customer experience.

ResponsibilitiesProvide 2nd level escalation support.Provide remote and on-site troubleshooting for hardware and software support.Install, monitor, troubleshoot, replace, and support, desktop infrastructure, end user equipment (terminals, printers/printer consumables, multi-function devices/multi-function device consumables, mobile devices, VOIP phones, thin-clients, etc.), local and wide area networks, data storage systems, Active Directory, and other third-party software.Work with VIPs, providing a “white glove” service where necessary.Travel to client sites in Cambridge, Lexington as needed for break/fix tickets.Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement, and personnel escort.Participate in project deployment.Provide input and update knowledge base, as necessary.Maintain an organized resource/hardware furnished storage room(s).Record service process with technical applicationsImprove customer satisfaction efficientlyEscalate customer dissatisfaction if unsolvableStrive to resolve issues on initial contact

QualificationsBachelor’s Degree or similar working experienceAnalytical and problem-solving abilityAbility to multi-task in a fast-paced environmentHighly reliableMust be self-motivated to learn and sharpen technology knowledge and skills along with business processesExperience preferred of Active Directory, Office365 Admin Portal, VOIP, and ServiceNow Ticket tracking system.Excellent verbal and written communication skills, phone etiquette, keyboarding skills, data entry skills, people skills, customer focused and service oriented, attentive to details, act with professionalism, able to multi-task.Ability to work individually and within a team environment with little supervision.