Technology Support

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The successful candidate will be responsible for maintaining end user relationships, consulting and supporting Deloitte’s mobile workforce locally, at client engagement sites, or other locations as required in a 24 hour x 7 day environment. Possesses general technical support skills in order to solve problems with laptops, printers, software, and mobile telephony devices along with superb customer service skills, outstanding communications skills, and the ability to create and deliver training related presentations to the user community. Assists technology infrastructure teams (LAN, WAN, Telephony) in the deployment and configuration of mobile devices, hardware, and software applications. Assists in the tracking and procurement of such devices and applications.

* PC hardware and software deployment. Activities include procurement, configuration, and technical support of all standard hardware/software applications including internally developed and off the shelf software. * Track hardware and software deployments following documented asset management procedures. * Assist infrastructure teams (LAN, WAN, Telephony) where local hands on activities are required. * Provide mobile device deployment and support. Activities include end user guidance and recommendations, activation, account modifications, configuration, testing, problem identification and resolution. * Establish relationships with business users at all levels in the organization. Promotes ITS services, engage customers to understand business needs and maintains ownership for incident resolution. Deliver technology updates to the user community to enhance the customer relationship. * Provide one on one and group training for peers and customers. This would include trainings on new technologies, hardware/software and process changes. Participate in certification and impromptu training to effectively learn new technologies that are applied within the Deloitte environment. * Document problems and resolutions for knowledge bases, original equipment manufacturer (OEM) vendors, and service desk tickets. * Manage Service Level Targets through accurate recording of service activities, asset transactions, data retention, and PC compliance activities. * Perform password resets and workstation management in Active Directory. * Responsible for resolving computer problems related to Windows 7 & 8, Windows applications, Microsoft Office products including MS Outlook, MS-Lync, McAfee Antivirus and Mac OS X (including virus and OS patch updates). * Participate and support the delivery of ITS projects focusing on personal computing, mobile devices, IT infrastructure, both in the Deloitte office and at remote firm engagement sites.

**The position requires the following:** * Technically proficient professional with superior customer service and communication skills along with the ability to build rapport and strong business relationships with the user community. * Experienced in providing end user support in a fast paced environment. Role requires the ability to interact with all levels in the organization including senior leadership. * Candidate will possess strong technical knowledge of computer hardware/software including laptops, printer and mobile smartphone technologies along with Microsoft and MAC operating systems, MS-Office products including MS Outlook & MS-Lync. * Position requires the ability to solve technical problems live in person and virtually using remote control tools. * Must be able to provide after-hours support on a rotational basis with occasional travel required to offices in local geography. * Ability to work overtime including nights and weekends as needed. **Primary Competencies:** * Maintains high ethical and professional standards. Respects confidentiality, demonstrates objectivity and treats colleagues with respect, courtesy and fairness. * Ability to use customer-service oriented techniques to determine and resolve problems, and respond competently with the appropriate sense of urgency to customer requests. Customer Service orientation is paramount. * Self-Starter with the ability to work with minimum supervision. * Experience working with high-level executives. * Strong verbal and written communication skills. * Strong understanding of what Personally Identifiable Information (PII) is and best practices for protecting PII data. * Ability to prioritize tasks and work on multiple assignments. * Work both independently and as part of a team with professionals at all levels of the organization. * Quick learner, proactive individual with the ability to work in a dynamic, fast changing environment. * Ability to anticipate the long term impact of decisions and take a broad approach to problem solving. **Minimum Required:** * Associate’s Degree in computer or technology field or minimum 1-3 years of related experience within a corporate IT department. High level of customer service experience. * Minimum of 1-3 years’ experience in a client facing technical support role configuring, installing, troubleshooting and repairing laptop hardware and software. * Minimum of 1-3 years’ experience configuring, installing, troubleshooting MAC OS X and iOS mobile devices. **Preferred Qualifications:** * Experience providing end user support in a professional services environment similar in size and scope to Deloitte. * Dell, HP & Mac Laptop repair certification desired. * A+, MCSE, Windows 7 & 8, ITIL, ACMT certifications a plus * Project Management experience a plus. * Prior experience in providing services to remote sites a plus. * Experience supporting Audio/Video conferencing equipment and telephony equipment. (POLYCOMM, Lync, HDX 4500 etc.) **Travel Required:** * Full travel mobility required with ability to rotate to other offices located in the Boston, MA marketplace.