Crane Currency Desktop Support II in Dalton, Massachusetts
The Desktop Support II role is a contract, hourly position. Responsibilities Provide 2nd & 3rd level technical guidance and support to all associates to ensure effective and efficient incident response Act as an escalation point for other members of the team who need assistance in managing a request or incident. Identify and mitigate risk through the understanding of Information Security best practices. Identify technical support trends, determine root cause and potential solutions addressing issues promptly and appropriately Participate in Asset Management efforts of IT equipment and software licensing to ensure all equipment is properly accounted for. Troubleshoots user support inquires including but not limited to hardware, software and telecommunication issues Installing, configuring, and maintaining client hardware including but not limited to laptops, desktops, printers, MFD/MFP's, IP Phones, mobile devices, encrypted thumb drives to maintain company standards, security and compliance Participate in assigned audit tasks to maintain a secure and compliant environment Lead or coordinate local efforts related to the implementation of new technologies to improve service and support. Participate in lean management program activities to document, maintain and improve IT standard work processes and procedures to enable consistent global standards and continuous improvement Collaborate with global IT Team to improve team comradery and culture. Develop overall skill set by mentoring and coaching other members of the team through on the job training Remaining current of emerging technologies and how they may enable the business Provide oversight and direction for contractors, interns, and/or vendors from time to time Actively monitor their respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAs. Verify ticket data is accurate and notes are written to describe troubleshooting steps taken to resolve an incident or request. Update Team KPIs regularly Provide regular communication and escalation of issues to IT leadership Qualifications Knowledge (Education/Training) or equivalent: Required: Associates Degree or International Advanced Diploma in Computer Science, Computer Engineering, or MIS. Bachelor's degree preferred. Years of experience may be accepted in lieu of a degree. 3+ years of relevant experience in a technical support role 3+ years of experience with modern Windows desktop operating systems Desired: Microsoft Modern Desktop Administrator Associate Relevant technical certifications from companies such as Microsoft or CompTIA Fluent in English and local language when applicable Applicants must be United States citizens. The person selected for this position will need to demonstrate suitability for employment in a position of Public Trust consistent with our US Government contract requirements. Crane is a Drug Free Workplace. Crane Currency is an Equal Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment.