Support Engineer III - Hardware & Software Troubleshooting
Overview
You own the installation, maintenance, and troubleshooting of desktop computers, peripherals, and software across the North Reading site. You resolve hardware, software, and user permission issues on a Windows 10 and macOS environment, supporting a team of 500+ employees. You work onsite, collaborating with the IT team to keep systems running with minimal downtime. Your role stands out for its focus on rapid diagnosis and hands-on fixes, not just ticket escalation.
What You'll Do10
- 1Install and configure Windows 10 and macOS workstations, including Office 365, Active Directory, and VPN clients.
- 2Troubleshoot and resolve hardware failures on Dell and Lenovo laptops, desktops, and printers, including HP peripherals.
- 3Manage user accounts and permissions in Active Directory, including password resets, group policy updates, and access requests.
- 4Perform routine maintenance on SCCM-managed devices, applying patches and updates to ensure security compliance.
- 5Document recurring issues in ServiceNow and create knowledge base articles to reduce repeat tickets.
- 6Coordinate with vendors for warranty repairs on Cisco network equipment and Polycom video conferencing systems.
- 7Support remote users via TeamViewer and RDP, resolving connectivity and access issues within SLA.
- 8Image and deploy new laptops using Microsoft Deployment Toolkit (MDT) and PXE boot.
- 9Test and deploy software packages via SCCM and Intune, ensuring compatibility and user readiness.
- 10Escalate complex network issues to the Network Engineering team, providing detailed logs and symptom analysis.
Requirements10
- 13+ years in desktop support or IT helpdesk, with hands-on Windows 10 and macOS experience.
- 21+ years managing Active Directory user accounts and permissions.
- 3Proficiency in Microsoft Office 365 administration, including Exchange Online and Teams.
- 4Experience with SCCM or Intune for software deployment and patch management.
- 5Familiarity with ServiceNow or similar ticketing systems, including SLA tracking.
- 6Knowledge of TCP/IP, DNS, and DHCP for basic network troubleshooting.
- 7CompTIA A+ or Network+ certification required.
- 8Ability to lift and move computer equipment up to 50 lbs, standing for extended periods.
- 9High school diploma or equivalent; Associate's degree in IT or related field preferred.
- 10Onsite availability in North Reading, MA, with occasional travel to nearby sites.
Salary Insight
$67 - $87k per year
Location
Required Skills
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