Senior End User Services Technician
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
The Sr. Deskside Support Technician is responsible for providing support to internal and external customers by identifying, prioritizing, and confirming resolution of reported problems with technology devices across various desktop platforms. The technician provides device support including installing, configuring, troubleshooting, repairing, and upgrading of hardware, software, and operating systems.
Other duties as assigned by management:
Lead project based work.
Manage ticket workload of Deskside support team by distributing work amongst the team.
A minimum of 5 years of hands-on deskside support experience is required.
Extensive experience and knowledge supporting various operating systems across multiple device platforms including mobile devices.
Must possess a strong customer service orientation.
Must be adaptive and flexible and have good problem solving skills.
Must be able to communicate effectively both verbally and in writing.
Must possess leadership qualities to cover for regional manager when absent and act as an internal subject matter expert for the deskside support team.
Must have knowledge of Microsoft Windows, Apple Operating Systems, iOS and Android OS.
Must have functional as well as support capabilities for software, including but not limited to, Microsoft Office, Google Docs and other productivity suites and applications.
Must be able to troubleshoot and repair hardware.
Ability to manipulate tools and components used to install, repair, or otherwise maintain computers, IP phones, and network/ phone cabling is required.
Occasional climbing, crawling, and lifting of equipment up to 50 pounds.
Evidence of certification from major hardware vendor (ie. Dell, Lenovo) a plus.
Apple Hardware certification a plus.
Microsoft Certification a plus.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This person must be able to sit or stand at a personal computer for a reasonable length of time typing and reading.
Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously and operate in a demanding work environment is important.
Reliable attendance and punctuality is critical to successful performance in this role.#LI-TM
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.
Primary Location: US-MA-Boston
Work Locations: US-MA-Boston-501 Boylston 501 Boylston St Boston 02116
Organization: Technology & Operations
Employee Status: Regular Employee
Job Type: Standard
Shift: Day Job
Job Posting: Feb 12, 2018
Job Unposting: Ongoing
Schedule: Full-time Regular
Req ID: 1716916