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Job Requirements of Desktop Support:
-
Employment Type:
Contractor
-
Location:
Framingham, MA (Onsite)
Do you meet the requirements for this job?
Desktop Support
Careers Integrated Resources Inc
Framingham, MA (Onsite)
Contractor
Job Title: Desktop Support
Location: Framingham, MA 01702
Duration: 3 Months+ (Possible Extension)
Pay Rate: $30/hr. on W2
Position Overview:
Key Responsibilities:
Client Support & Service Delivery:
Project & Initiative Support:
Required Qualifications:
Preferred Qualifications:
Location: Framingham, MA 01702
Duration: 3 Months+ (Possible Extension)
Pay Rate: $30/hr. on W2
Position Overview:
- The Client Technology Analyst provides front line technical support to *** faculty, staff, and students.
- Responsible for delivering high quality endpoint, application, and account support through multiple service channels, including in person, phone, and ticket based systems.
- Serves as an initial point of contact for client technology issues and escalates more complex problems as appropriate.
- This is an entry level role designed to build foundational technical, customer service, and operational skills within CTS.
Key Responsibilities:
Client Support & Service Delivery:
- Provide Tier 1 technical support for desktops, laptops, and mobile devices (Windows and macOS).
- Troubleshoot common hardware, operating system, and application issues.
- Support Microsoft 365 services (Outlook, Teams, OneDrive, Office applications).
- Assist with account access issues, password resets, and MFA troubleshooting.
- Respond to service requests and incidents via ServiceNow in accordance with SLAs.
- Image, configure, and deploy Windows and macOS systems using standard tools.
- Install and configure standard BU supported software and peripherals.
- Perform basic diagnostics and remediation for endpoint performance issues.
- Assist with hardware setup, replacement, and retirement following asset procedures.
- Deliver professional, courteous, and responsive client service.
- Document issues, troubleshooting steps, and resolutions in ServiceNow.
- Communicate status updates and next steps to clients in a timely manner.
- Set appropriate expectations and escalate issues when necessary.
- Follow department processes, standards, and documentation.
- Participate in shift coverage, including walk-up or on-site support as assigned.
- Contribute to knowledge articles and process improvements.
- Collaborate with CTS engineers and other IS&T teams when escalation is required.
Project & Initiative Support:
- Assist with endpoint refresh initiatives including device preparation, deployment scheduling, and user communications.
- Support telephone system migrations (VoIP transitions, softphone rollouts, number porting), including:
- End user device setup and testing.
- Validation of call functionality and voicemail.
- Basic troubleshooting during cutover periods.
- Assisting with user documentation and training materials.
- Participate in campus or departmental technology upgrades.
- Support software rollout or upgrade projects, including testing, installation, and post-deployment support.
- Assist with inventory validation, asset tracking, and documentation.
- Perform predefined project tasks and escalate issues or risks as needed.
- Contribute to project success through execution, documentation, and client-focused support.
Required Qualifications:
- Associate’s degree or equivalent combination of education and experience.
- 0–2 years of experience in IT support, customer service, or related technical role.
- Basic knowledge of:
- Windows and/or macOS operating systems.
- Microsoft Office / Microsoft 365.
- Hardware troubleshooting concepts.
- Strong communication and customer service skills.
- Ability to work independently and as part of a team.
Preferred Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- Experience supporting users in higher education or enterprise environments.
- Familiarity with:
- ServiceNow or other ITSM tools.
- Endpoint management tools (MECM, Jamf).
- Identity and access management concepts.
- CompTIA A+ or similar entry level certification.
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