Windows 11 Field Tech (MAH)

3–6 month contract with potential to extend, negotiable rate based on experience.

About the role

Field Technician providing Level 1 support in Cambridge, MA. The role drives high customer satisfaction by meeting established SLAs, diagnosing and resolving desktop and peripheral issues, and acting as a subject-matter expert for designated technologies.

Responsibilities

• Provide basic to intermediate Level 1 support, exceeding end-user expectations and meeting SLA and customer demands.
• Coordinate customer support issues, ensure timely response, and escalate to SMEs or management when needed.
• Diagnose and resolve desktop and peripheral issues related to interoperability, OS security, system access, passwords, authentication, profiles, group policies, and local system configurations.
• Demonstrate understanding of network-related activities, including IP and DNS.
• Participate in training, vendor seminars, and cross-training to maintain technical skills; act as an escalation point for the Service Desk.
• Troubleshoot and resolve performance, access, and interoperability issues for clinical and core applications; perform assessments and fixes using remote tools.
• Identify potential IT security vulnerabilities and threats using best practices.
• Contribute to the creation of processes, procedures, and standardized workflows for the knowledge base.
• Ensure accurate and timely updates to the ITSM ticketing system.

Requirements

• High School diploma or GED required; A+ Certification preferred.
• 1–3 years of related work experience, including 2+ years in Service Desk, Field, or IT Support for a large enterprise in a complex MS Windows/MS Office environment.
• Moderate knowledge of operating systems, including Windows 10 and macOS.
• Knowledge of mobile devices, including iOS and Android platforms.
• Knowledge of network fundamentals.
• Solid experience with Citrix Systems, Microsoft infrastructure (Windows, Active Directory, Exchange), and Microsoft O365 applications.
• Experience with ITSM systems such as ServiceNow or Remedy.
• Ability to learn quickly and retain knowledge of a wide variety of systems.

Physical & Sensory Requirements

• Medium work: exerting up to 50 pounds of force occasionally and up to 20 pounds frequently.
• Frequent walking, standing, bending, twisting, crouching, climbing, power grasping, fine manipulation, pushing/pulling, keyboard use, and reaching above/below shoulder height.
• Occasional crawling, lifting/carrying up to 50 pounds, and pushing items up to 50 pounds.
• Close work (paperwork, visual examination), color vision/perception, visual clarity at various distances, conversation, monitoring equipment, telephone use, and tolerance for background noise.

Benefits

• Supplemental medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP) and 401K with company match after 12 months.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program and access to certification prep, technical/leadership courses, books, and seminars after 6+ months.
• Certification discounts and perks for associations like CompTIA and IIBA.
• Dedicated customer service team and certified Career Coach for consultants.