Title:  Desktop Support Technician

Job Title: Desktop Support Technician  

Job Code: 26090

Job Location: Northampton, MA

Job Schedule:  9/80: Employees work 9 out of every 14 days – totaling 80 hours worked – and have every other Friday off

Job Description:

• Prioritize, maintain, and resolve on-site IT technical issues and escalations within scope
• Manage the inventory of software and hardware materials
• Prepare, configure, and deploy desktop computer systems including imaging computers and maintaining image library
• Ensure ongoing usability of desktop computers, peripheral equipment and software within established company standards and guidelines while ensuring optimum equipment performance and longevity
• Work with vendors when necessary to resolve technical problems with hardware and software
• Work with Network, Server, and Applications Administrators to diagnose and resolve issues
• Support management of network closets and server rooms with service framework providers within scope
• Work with all IT Dept.’s and Service Areas in support of IT Shared Services and effective resolution to customer support needs
• Evaluate, recommend, and perform upgrades to computer systems and applications to ensure optimum efficiency
• Effectively diagnose and resolve unique, non-recurring problems with limited supervision
• Meet established service level agreements (SLA), requirements leveraging best practice and L3Harris standards and processes. Analyzing and acting upon SLA’s and metrics data to ensure customer service and customer satisfaction
• Elevate immediately to L3Harris IT leadership any potential risks and concerns that could have significant impact on the sites ability to meet customer expectations and contractual requirements for both internal and external customers
• Guide continuous improvement efforts for the IT Customer and Site Operations service delivery
• Ensure consistent and appropriate communication with end users, BRM’s, and Site-level Leadership for IT operations, service inquires and issues
• Support unclassified IT services within scope

Qualifications:

• Requires a High School Diploma or equivalent and a minimum of 8 years of prior relevant experience or 2 years post-Secondary/associates degree with a minimum of 4 years of prior related experience.

Preferred Additional Skills:

• Bachelor's Degree and/or A+ Security+ Network+/Microsoft certifications are a plus
• Active Secret security clearance or the ability to obtain one
• Must be detail-oriented, accurate and well organized
• Excellent oral and written communication skills, interpersonal and organizational are required
• Ability to work independently and efficiently to meet deadlines and established response times is essential
• Ability to establish and maintain a good working relationship with other professionals to provide support and resolve issues
• Must be able to remain flexible with changes in priorities for various task and project assignments

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