Desktop Support Technician II (White Glove )

Company Description

Press Ganey, the leading Human Experience (HX) healthcare performance improvement company, offers an integrated suite of solutions that address safety, clinical excellence, patient experience and workforce engagement. The company works with more than 41,000 healthcare facilities in its mission to reduce patient suffering and enhance caregiver resilience to improve the overall safety, quality, and experience of care. Press Ganey is a PG Forsta company.

Job Description

The primary function of the Desktop Support Technician II is to provide technical executive support for C-Level and/or Senior Business Leaders and Executives .  This candidate will have a proven track record of troubleshooting end points, network, mobile devices, printers and other application issues. This is a hybrid position based in Boston MA. .  

The secondary function of the Desktop Support Technician II is for providing support for desktops, laptops, wireless (phones, tablets) break-fixes , voice over IP telephony, remote connectivity, and audio/visual for conference room support across the enterprise .  This includes installing, diagnosing, repairing, maintaining , and upgrading all workstation hardware and software while ensuring optimal workstation performance . 

Deskside support will generally be based on large sites as they can also be responsible for neighboring sites, without a person on-site. Deskside support must lead to higher local resolution of incidents and requests, an improved productivity, and a higher stability of site infrastructure.  

Duties and Responsibilities  

 To perform this job successfully, an individual must be able to perform each essential duty of the position satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions required for the position.  

  White Glove Support:  

• Installation and support of technology equipment at the home offices of C-Level and/or Senior Business Leaders and Executives .  

• Familiar with basic PC repair, image creation, and deployment practices for desktops.  

• Currently working in a Windows 10 and MacOS environment and have the ability to trouble shoot any issues.  

• Microsoft Exchange/Office365 user and administration experience (log in issues, password resets, etc.)  

• Provide support for all video, audio and web conferencing equipment.  

• Travel may be required for supporting C-Level and/or Senior Business Leaders and Executives meetings and/or events.  

Deskside Support:  

• Provide deskside support (Level 2) to all internal users.  

• Provide second level support to resolve problems escalated by the Service Desk.  

• Install, configure, test, maintain , monitor, and troubleshoot workstation (physical or virtual) hardware, network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required technology service levels.  

• Performs general preventative maintenance tasks on desktops, laptops, printers, and any other authorized peripheral equipment.  

• Use diagnostic tools , scripts, and checklists as guides to troubleshoot problems associated with network connectivity, and workstation hardware/software.  

• Perform post-resolution follow-ups to ensure exceptional customer service.  

• Work with vendor support contacts to resolve technical issues within the workstation environment.  

• Pro-actively identify opportunities to streamline and automate processes and leverage data driven insights to continuously improve team performance.  

• Work with other IT team members regarding new office builds , upgrades, and acquisitions .  

• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices, and procedures.  

• Other duties may be added and/or assigned as needed.  

• Onboarding and Offboarding of Internal Users:  

• Manage user access accounts for on and off boarding processes.  

• Conference Room Support:  

• Provide conference room audio/visual support for office meeting rooms.  

• Coordinate with third-party vendor support and internal Level 2 or Level 3 teams, as necessary.  

• Local Hands Support:  

• Provide local hands-on (smart hands) support for local infrastructure across the office floors i.e., Switches, Firewalls, Servers, Access poin