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Latitude, Inc. Desktop Support Technician (Clearance) in Lynn, Massachusetts

The Desktop Support position is responsible for providing first level technical support with the installation, maintenance, upgrade, troubleshooting, removal and repair of personal computer equipment, peripheral equipment, computer operating systems, computer software, and telephones.

Responsibilities & Duties:

  • Provide first line response for users with desktop, laptop, password, connectivity and application issues.

  • Respond to requests for issues that may require technical assistance to be provided by phone, email and or/using a help desk management system or personal deskside visits.

  • Escalates more complex and impactful issues to higher level support teams.

  • Updates system inventory and tracking for desktops, laptops, printers, corporate cell phones and software licensing.

  • Provides support related to testing and deployment of operating system and application security patches on workstations, laptops.

  • Setup new hires with needed hardware, software, tokens, etc. Terminate employees per company policies & procedures.

  • Works assigned tickets, vulnerabilities and patching as assigned.

  • Troubleshoot and provide solutions to hardware and software problems. Install, upgrade, repair, and remove hardware and software as necessary.

  • Develop and present application and user documentation and training for supporting departments across the organization.

  • Acts as a liaison between customer and technical escalation points within the IT team.

  • Install application software necessary to complete job functions.

  • Update and maintain standard operating procedures on software and hardware deployments, account administration, and helpdesk tasks.

  • Recommend equipment upgrades to environment as business needs dictate.

Minimum Qualifications

  • Active secret clearance

  • 1+ years of relevant work experience