Machado Consulting

IT Help Desk Systems Administrator Associate - Worcester, MA

Primary Responsibilities:

• Incident / Desktop Support, which includes:
• Responding to tickets within one hour by phone and/or email
• Resolving 80%-90% of assigned tickets within one business day
• First and second level software and hardware support, which includes:
• Providing basic analysis before resolution or escalation
• Performing software installations of varying difficulty
• Addressing basic application and OS problems
• Analyzing basic hardware faults, fulfill requests, and perform replacements
• Assisting with deployment projects and other client related projects
• Escalating tickets beyond this scope to other engineers
• Updating customers on tickets older than 4 days
• Maintaining asset and inventory control over client hardware and software
• Reclaiming unused equipment

Secondary Responsibilities:

• Assisting with group tasks such as account management, imaging, and parts deployment
• Assisting with infrastructure projects or support as requested
• Providing labs with software and/or hardware support as needed

Required Skills:

• Strong written and verbal communication skills, with emphasis on customer service
• Strong attention to detail and follow-through
• Flexibility in prioritizing and responding to multiple incoming requests
• Following instructions and asking for clarification and/or assistance when necessary
• Self-motivated and team-oriented, willing to learn

Experience: Required

• 2-3 years Help Desk, remote, desktop, or phone support
• A+ and Network+ Certification must be completed within the first 6 months if not already certified
• Microsoft Certification a plus
• Microsoft Windows XP, Vista, and Windows 7
• Microsoft Office 2003 and 2007
• Outlook 2003 and 2007
• Windows domain account administration
• Symantec Ghost 11 or higher Preferred or similar product
• Mac hardware and software troubleshooting (1-2 years)
• Unix/Linux user administration, software installation, and basic troubleshooting
• Dell and HP hardware experience and/or certification

Disabled, unemployed and recent Veterans will be given preference for employment

Please send cover letter and resume to This e-mail address is being protected from spambots. You need JavaScript enabled to view it