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The Computer Merchant, Ltd. Sr Desktop Support Specialist in Billerica, Massachusetts

Reference # : 21-01235 Title : Sr Desktop Support Specialist Category: Information Technology Location : Billerica, MA Position Type : Right to Hire Experience Level : 3 Years Start Date : 05/21/2021 Description

Sr. Desktop Support Specialist ?

Primary responsibility for Onsite Support Services including, but not limited to Desktop Support, laptop, mobile devices, software, asset management, network connectivity. Specialists will support customers directly onsite and remote. Windows and MAC environment.


Troubleshoot and resolve customer support issues onsite and remote

Ensure support tickets are resolved in accordance with Service Level Agreements and customer policy / procedures

Configure hardware / software to customer specifications

Identify continuous improvement opportunities with processes / support issues.

Create support documents as required.

Deliver support for reported problems with desktop computers, laptops, peripherals and mobile devices.

Install and configure desktop computer hardware, software and peripherals using standard procedures.

Work with vendors to troubleshoot and resolve issues.

Work with a variety of computer images for Windows and Mac OS systems.

Evaluate new product versions and recommend upgrade schedules.

Set up and troubleshoot domains, user accounts and software accounts.

Configure, test, and troubleshoot network connectivity and wireless access for local and remote computers or devices.

Add or replace memory, new keyboards, motherboards, and other components.

Format, install, set up, maintain, and troubleshoot desktop and laptop computers with and for end users.

Coordinate with vendors to resolve problems.

Must be able to lift 50 lbs

Maintain asset inventory


Ability to work as part of a team

Excellent written and verbal communication skills

Customer-centric attitude

Ability to communicate technical problems and instructions to end users in terms that are easy to understand.

Understanding of importance of proper documentation

Strong Troubleshooting skills

Drive to provide continuous process improvements on delivered role


Windows OS Support XP, 7,10

Laptop hardware troubleshooting

mobile device and MDM experience, iOS and Android

Installation of software

Network connectivity troubleshooting

Windows 10 experience required


A bachelor's degree in information technology or a related field is necessary for this position. Additional industry certifications and customer oriented working experience may be preferred. They should have advanced knowledge of different operating systems and network solutions. Must have at least three years experience working on desktop support role, not just phone support.

MSCE Certifications a plus

Equal Opportunity Employer Veterans/Disabled.