Boston Help Desk

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About Us

Careers

Boston HelpDesk Service Desk Manager
Boston HelpDesk Service Desk Team Lead
Boston HelpDesk Network Engineer
Network Technician

Boston HelpDesk Service Desk Manager

This position is responsible for controlling the process of ensuring accurate and timely technology support and problem resolution to Boston HelpDesk outsourced IT customers. Responsibilities include service delivery for resolving complex and everyday service requests relating to PC, server, and network hardware and software problems.

The person in this position is expected to interact and consult with clients, to manage client satisfaction, provide guidance, assistance, and follow-up on client related issues, and supervise and coordinate the activities of support staff who provide client support.

Desirable Experience:

Bachelor's degree desirable (or equivalent work experience)

5-7 years of experience in an IT support or technical environment, with significant PC or client/server platform experience

Understanding of network issues

Previous experience in LAN/network administration or systems administration in a relevant computing support environment

Team-building

Competency in project management and effective management of resources in the execution of multiple projects

Proven initiative, good judgment, and ability to achieve results

Proven procedures for increasing productivity, driving consistent service delivery, and increasing customer satisfaction

• Training and retention programs
• Mentoring for high performance teams
• Key performance indicators to measure support performance
• Ways to manage customer perceptions and build strong internal relationships

Additional skills should include some of the following:

Strong leadership skills, able to define standards and measures for quality and customer satisfaction requirements, able to analyze technical performance and reliability of products, systems, and services against identified industry standards to ensure customer satisfaction, business communication (written & verbal), ability to understand and effectively communicate technical information, excellent problem solving skills.

Essential Functions Include:

Manage day to day activity on the Service Desk
Hiring, Coaching, Mentoring, Team Building
Attend meetings, as necessary
Conduct regular meetings with staff
Scheduling personnel
Work with customers on escalated issues to ensure satisfaction
Keep management informed of key issues
Perform Performance Evaluations (PMP's)
Assist in development & implementation of department policies and procedures
Manage to best practices and key performance metrics
Submit weekly status reports
Mentoring HelpDesk employees on proper HelpDesk call etiquette
Managing call flow and escalation procedure
Managing the overall function of the HelpDesk

Boston HelpDesk Service Desk Team Lead

Overall responsibility of leading the team of Boston HelpDesk IT support staff efforts to provide accurate and timely technology support and problem resolution to Boston HelpDesk outsourced IT customers. Responsibilities include leadership of the service delivery for resolving complex and everyday service requests relating to PC, server, and network hardware and software problems. This position requires interaction with Boston HelpDesk clients to ensure client satisfaction, and with Boston HelpDesk employees to provide guidance, assistance, and follow-up on client related issues and coordination of the activities of support staff who provide client support.

Desirable Experience:

Bachelor's degree desirable (or equivalent work experience)

3-5 years of experience in an IT support or technical environment, with significant PC or client/server platform experience.

Understanding of network issues

Competency in project leadership

Proven initiative, good judgment, and ability to achieve results

Essential Functions Include:

Ownership of WO Queue

• Ensure WO are categorized and prioritized correctly and the appropriate person is addressing WO in timely manner
• Review WO Queue regularly throughout the day for Quality Control. Recategorize, reassign and communicate to staff changes as needed

Ownership of Schedule

• Set schedule at beginning of week and review daily
• Review onsite queue, project queue and PMV schedule every morning and regularly as needed to set daily schedule for dynamic changes throughout the day

Ownership of Technician Resources

• Build, maintain and inspect technicians technician tbags and technical toolkit
• Maintain in-house technical tools and technical software

Client Communications

• Communicate with clients to coordinate client service activities
• Follow-up with clients to ensure satisfaction of service

Ownership of Client System Documentation

Review MAC forms and sign off

Provide Direct Support Services to clients

• Provide overflow Level 1 support as required
• Assist Level 2 team in providing remote and onsite Network Administration

Project Management for various BHD Support Activities

Boston HelpDesk Network Engineer

The Network Engineer is responsible for management of all technical projects for DGT Network Consulting Group and its Boston HelpDesk service and for providing Network Administration to DGT's Boston HelpDesk outsourced IT clients. The Network Engineer is also the highest escalation point in the chain of technical staff responsible for the resolution of all technical issues for our client base of small and mid-sized businesses running in mostly Microsoft Windows environment. In addition, our Network Engineer is responsible for directing DGT's research and implementation of new technologies and assisting in the administration of DGT's test lab.

Desirable Experience:

Bachelor's degree desirable (or equivalent work experience)

5 years of experience in an IT support or technical environment, with significant Windows based client/server platform experience and network administration.

Technical Certification Requirements:

• Microsoft Certified Professional (MCSE or MCSA preferred)
• CCNA or equivalent network certification
• Appropriate Network Engineer Certification or Experience

Technical Skill Requirements:

• Strong knowledge and experience in configuring, troubleshooting and maintaining WAN, Firewalls, Routers, VPN, Terminal Services and Connectivity (ISDN, DSL, T1 etc.).
• Comprehensive knowledge of Windows 2000/2003 network infrastructure
• Thorough working knowledge of Active Directory
• Strong knowledge of DHCP, WINS, DNS Configuration
• Strong Exchange, SQL, Proxy/ISA skills
• Thorough understanding of TCP/IP and entire network model
• Good understanding of network security design and implementation

Other Skills and Requirements:

• Excellent communication and interpersonal skills
• Excellent organizational and supervisory skills
• Strong project management skills
• Ability to work independently and in team environment as a team leader
• 3-5 years plus experience in similar technical position

Additional certifications/skills desired but not required:

• MCDBA/Oracle DBA
• Novell Certified (CNA)
• Unix/Linux Certification/Experience

Essential Functions Include:

• Work closely with management implementing technical standards, policies and procedures for our client base
• Work at client's site resolving networking issues
• Perform technical, supervisory and project management duties in a team environment implementing technology for our clients
• Evaluate and report on new technologies and solutions to enhance our product and service offerings
• Serve as Boston HelpDesk Service Desk Level 2 Engineer (escalated work orders) and Network Administrator

Network Technician

The position of Boston HelpDesk Network Technician provides an opportunity for an enthusiastic person who possesses great interpersonal skills and strong entry level computer support ability to gain experience and position themselves for advancement in a fast paced and growing technology service company. This position involves working in a team environment supporting the technology needs of small and medium sized businesses and provides the chance to be groomed for higher level support positions.

Technical Certification Requirements:

• A+ Certification or Network+ Certification

Technical Skills:

• Knowledge in PC hardware enhancements, replacement and troubleshooting
• Install ethernet data cabling equipment
• Basic Microsoft Windows networking concepts

Other Skills & Requirements:

• Basic communication and interpersonal skills
• 1 Years experience in computer network service related field

Additional items, but not required:

• MCP in current business desktop OS
• HP or Dell Certified/Service Authorized in one of the following: Servers, Desktops, Printers

Duties:

• Monitor Network Operations Center alert queue
• Monitor HelpDesk Email Support Queue
• Open tickets and Provide Level 1 HelpDesk support
• Provide computer desktop support

TEI Biosciences
"In today's business climate managing cash flow and maximizing ROI is critical, and the Boston HelpDesk helps me do both. Unlike other similar company's there is no 78 page contract loaded up with hidden fees and 'special' charges. One simple easy to read agreement with one low monthly fee; and my problems become their problems. I know exactly what my outsourcing costs are going to be every month, and my budgets have never been more accurate and expenses as predictable; no more nasty surprises when that 'fixed' bill comes in, or wild fluxuations month to month as with the pay-as-go models."

Mark D. Richardson, Senior Manager of Operations,
TEI Biosciences Inc.