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We are looking for a full-time Deskside Support Technician (DST) who is responsible for turning problems into great customer experiences. As the most visible representative of Tech Networks of Boston, the DST works full-time at a client site, supporting its end-users. S/he integrates into the client’s business culture and uses TNB’s best practices to provide unparalleled customer service and technical support. Under the direction and guidance of TNB’s IT Services Manager, the DST is responsible for providing IT-related support, advice, troubleshooting, and maintenance to all functional groups within the client organization. This is an entry level position; 1-2 years of experience.
The Deskside Support Technician
Represents TNB in a professional, courteous and supportive manner.
Maintains customer confidence in Tech Networks’ commitment and ability to support them.
Ensures that customer requests result in full issue resolution.
Develops and documents customer-specific policies and procedures to ensure accurate and efficient delivery of service to the client.
Ensures that work is fully and meticulously documented immediately, including all issues and customer information others will need to support the client.
Serves as a resource to TNB by maintaining deep knowledge of the customer’s end-user environment, including sufficient knowledge of customer-specific applications and equipment in order to provide support and appropriately escalate issues.
Professionalism in dress, attendance, punctuality and communication.
Technical documentation, including proper and consistent use of issue tracking system.
Teamwork, both at the customer site and with TNB’s Service Desk and other technical departments.
Strong initiative, self-motivation, and ability to complete tasks on time.
Ability to adhere to TNB’s policies and procedures for managing customer issues, including using TNB’s ticketing system.
Power-user PC skills, Windows, Microsoft Office Suite, basic Active Directory and basic networking skills.
Experience working in both Windows and MAC environments. (Experience using Boot Camp a plus!)
Customer-friendly attitude (Customer service/help desk experience a plus!)
Tech Networks of Boston is a Certified B Corporation who uses the power of business to solve social and environmental problems. Together with our partners and clients, we enable positive change in the world by using IT to build sustainable, empowered and resilient communities. To apply for this position, please forward a cover letter and resume to firstname.lastname@example.org.
Resumes without cover letters will not be reviewed.