Desktop Support Associate JobSouthborough, MA

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Under the supervision of the Director of Information Services, the Desktop Support Associate is
responsible for the support of hardware, software, and audio-visual systems for the Center.
He/she also provides end user training and support, makes recommendations for software and
hardware changes, and promptly escalates technology issues that are urgent or time-sensitive.

• Responds to user questions and inquiries via telephone, email, web and other
communication methods.

• Provides technical support and solves the basic and more advanced routine user hardware
and software problems or questions including desktop computer hardware and software
and enterprise system software.

• Provides professional, courteous, prompt, and accurate support and solutions to end-users.

• Ensures the proper operation of computers, productivity software and peripherals for staff
and students, including Office365, Windows and IOS operating systems, printers,
videoconferencing systems, phones and assorted audio-visual peripherals.

• Monitor Help Desk tickets and process requests based on priority and escalate as

• Communicates with end users as required: keeping them informed of incident progress,
notifying them of requirements that will delay ticket resolution, and documenting ticket
progress in a complete and timely manner.

• Performs any other duties as may be required from time to time

Skills & Qualifications

• 2+ year’s experience
• Associates Degree preferred
• Technical ability to troubleshoot production hardware or software issues
• Ability to adapt and adjust to changing work situations, processes, and procedures
• Willingness to work flexible hours with occasional evening and weekend hours
• Customer Service experience
• Strong verbal and written communication skills
• Working experience of Office 365, Jamf, KACE Systems Management, or KACE
Systems Deployment is a plus
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