Boston: HelpDesk Technician
The HelpDesk Technician is responsible for providing technical support to all BBC employees for both PC and Macintosh platforms, as well as managing and maintaining all BBC desktop computers, laptop computers, related software and accessories.
Ingredients to be a Successful HelpDesk Technician.
- Responsible for providing technical support to all BBC employees for both PC and Macintosh platforms by completing & assigning tasks, managing priorities, following up on issues, and through consistent use of help desk software while ensuring customer satisfaction.​.
- Help select and train IT Coop while ensuring that IT Coop is providing the utmost in customer service and satisfaction.
- Surveying subset of cases in Track-It to ensure proper & consistent use of help desk software, that users are getting the best support possible as well as identifying areas for improvement and efficiency.
- Administration of company cellular plans and remote Internet access devices while ensuring we are getting the best value from our providers.
- Maintaining the IT Intranet homepage and communicating changes to IT Coop and Desktop Systems Administrator.
- Conduct telecom changes; adds/​moves/​changes
- Responsible to ensure all new hires have the appropriate equipment they need.
- Responsible to ensure all terminated employees turn in their equipment back to BBC in a timely fashion while delivering data to manager if necessary.
- Responsible for assigning, upgrading and maintaining hardware inventory; laptops, external hard-drives, blackberrys, etc.​  Also responsible for ensuring that all upgrade and replacement procedures are adhered to.
- Running Symantec Anti-virus reports on a weekly basis and remediate as needed.
- Responsible to visit Boston Brewery once a month to ensure IT Operations are running smoothly
- Assist in fulfilling all hardware and software purchasing requests in a timely, cost efficient manner
- Responsible for ensuring all software is appropriately licensed.
- Document procedures and maintain standards to ensure smooth operation and direction in the absence of the HelpDesk Technician.
- Act as backup to Desktop Systems Administrator.​ Be fully trained in all skill redundancies.
- Adhere to IT department policies and procedures when performing tasks so as to ensure controls are in place and departmental goals are met.
- Suggest and participate in IT projects, offering skills and insights in an effort to bring value to the organization by leveraging BBC’s technological infrastructure.
