DentaQuest provides enterprise Help Desk support for in-house and remote users via a 3 tiered architecture with staff resources distributed amongst their locations in Massachusetts, Wisconsin, and Florida. Tier 1 performs desktop hardware/software deployments and provides basic desktop hardware/software administration and support; also will participate in project deployments as necessary. Tier 2 engineers desktop solutions, provides advanced desktop hardware/software administration and support, and performs basic network diagnostic and administrative tasks; also will participate in projects as needed for developing desktop deployment strategies. Tier 3 support is provided by subject matter experts and engineers from other disciplines within information technology and the organization - such as Network Engineering, Data Center Operations, Applications Development, etc.
This position will be onsite in Boston, MA for 2-3 days and/or 2-3 days in Westborough,MA.
JOB DUTIES AND RESPONSIBILITIES:
Triage support requests in an efficient and timely manner - resolving those within the purview of Tier 1, escalating other tickets to appropriate next level support staff
Create and maintain documentation for 1st level support solutions and processes
Create and maintain instructional documentation for end users
Assist with hardware deployments and support when called upon
Other duties as assigned
Ability to take direction, and to work well independently and in a team environment
Adept at working with changing technology
MCP Certification, equivalent or better degree/certification
2 or more years of professional experience
Proficiency with recent Microsoft desktop Operating Systems and Office Suites
Demonstrated ability to successfully interface with clients with a professional and positive approach to problem resolution