Technical Support
AstraZeneca · Boston, MA · Yesterday
Information TechnologyFull-time
Key Responsibilities
- Provide first-line technical support for desktops, laptops, mobile devices, printers, and peripheral equipment.
- Diagnose, troubleshoot, and resolve hardware, software, operating system, and application issues.
- Serve as the first point of contact for end-user technology issues and work closely with global IT teams to resolve incidents, fulfill service requests, and support a positive end-user experience.
- Perform front-line support for hardware, software, collaboration technologies, and workplace IT services.
- Escalate more complex issues to the appropriate support teams while maintaining ownership through resolution.
Required Qualifications
- A High School Diploma or equivalent required.
- One or more years of experience in desktop or end-user technical support preferred.
- Experience supporting Windows operating systems and Lenovo desktop and laptop hardware.
- Working knowledge of Microsoft 365, including Outlook, Teams, OneDrive, and Office applications.
- Experience supporting printers, mobile devices, and common workplace technologies.
- Familiarity with ServiceNow or a similar IT Service Management platform.
- Basic understanding of networking concepts, VPN connectivity, and enterprise security practices.
- Strong troubleshooting, communication, and customer service skills.
- Ability to prioritize multiple tasks while meeting service level expectations.
- Ability to work independently and collaboratively within a team environment.
Preferred Qualifications
- An Associate or bachelor’s degree in information technology or a related field.
- Experience supporting Apple macOS and iOS devices.
- Experience with Microsoft Intune, SCCM, or endpoint management tools.
- ITIL Foundation certification or equivalent IT service management experience.
- Experience supporting conference room technology and hybrid meeting environments.