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Deskside Technician
Constant Contact
Waltham, MA, USA
Posted on Jan 16, 2025
At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!
We have an opening on our Workplace Technology team for an experienced Deskside Technician who is a highly committed and skilled technician who loves serving customers as much as you love supporting personal computers, applications, systems, and peripherals. The ability to multitask on various issues with employees at all levels is key to your success. If you have skills like those listed below, we want to hear from you!
The Desk Technician has a crucial role in providing technical support to end-users, handling complex incidents and service requests, and ensuring high levels of customer satisfaction. The role is responsible for resolving escalated issues that cannot be resolved at the remote Tier 1/2 level. The ideal candidate should be customer-focused, technically competent, and able to work in a fast-paced environment.
*This is an onsite Monday – Friday position requiring the flexibility to work from either our Boston office (Water Street) or our Waltham office (Trapelo Road) on any given day throughout the week
*The typical schedule is Monday and Friday in our Boston office, and Tuesday, Wednesday, and Thursday in our Waltham office. The following week switches to Monday and Friday in the Waltham office and Tuesday, Wednesday, and Thursday in the Boston office. With potential changes give the office needs.
What you'll do:
- Proven abilities in PC and Mac configuration and troubleshooting including operating systems and common applications
- Support including but not limited to Tier 1 and 2 support and troubleshooting for end-user related issues/requests, user administration, root cause analysis, and VPN end user support
- Provide on-site and remote client support
- Create, maintain, and delete user accounts from various systems
- Maintain, support, develop, and assist in process strategies
- Maintain current desktops/laptops via push updates
- Maintain incident management system with up-to-date information on ticket progress
- Complete assigned tickets in timely manner in accordance with established SLAs
- Update asset tracking inventory in accordance with work instructions
- Provide Audio Visual support for conference room and executive offices
- Effectively communicate with extended service providers and IT infrastructure groups
- Must be able to lift desktop computers, laptops, monitors, printers and other IT related equipment
Who you are:
- Strong customer and team focus is a must
- Minimum 3 years of Windows (Windows, AD, Office, etc.) and Mac (OSX, iOS, MacBook, Apple TV) support experience in a fast paced, results oriented corporate environment
- Technical certifications such as CompTIA Security+, A+, Microsoft, and ITIL certifications are highly desired
- Experience in Active Directory environments including account management and permissions
- Experience in supporting end user related network connectivity (switch, jack connections, cabling, etc.) and network and security principles
- Experience with ITIL processes
- Experience in supporting and troubleshooting Google and Microsoft Office Suite, Windows Operating Systems, SSO-Single Sign On, Duo desktop and VPN Along with remote Desktop tools, Jamf and Kace.
- Configure and troubleshoot IOS and Android operating systems
- Willingness to participate on tasks at all levels including, but not limited to desktop builds, deploys, and inventory control; user account building and maintenance; software tracking and deployment; remote user assistance; virus and malware diagnostics and cleaning, documentation and asset tracking, hardware recycling
- IT asset management (ITAM) experience and a desire to be involved in helping to manage our asset management process.
- Maintains detailed and up-to-date licenses and hardware/software inventory
- Creates technical and end-user documents and maintains a knowledge base in the ticketing system
#LI-HK1
The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.
Pay Transparency - All Full Time Employees
$48,000—$60,000 USD
Why You’ll Love Us:
- We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
- Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
- You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
- A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family
At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.
Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.
Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact talentacquisition@constantcontact.com.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
Notice to Recruiters and Staffing Agencies:
Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.