Desktop Support Technician

Team: Information Technology

Location: US-MA-Natick

Salary Range: USD 70,800 - 47,199

Job Summary

MathWorks has a hybrid work model that enables staff members to split their time between office and home. The hybrid model provides the advantage of having both in-person time with colleagues and flexible at-home life optimizations. Learn More: https://www.mathworks.com/company/jobs/resources/applying-and-interviewing.html#onboarding.

The Desktop Support Technician will perform all aspects of support related to the daily computing needs of MathWorks staff. He/she will provide support via phone, e-mail and Intranet as well as perform problem determination at the user's workstation.

MathWorks nurtures growth, appreciates inclusivity, encourages initiative, values teamwork, shares success, and rewards excellence.

Responsibilities

• Install, configure, and troubleshoot computer systems and applications including desktops, laptops, network equipment, operating systems, desktop software and enterprise applications
• Support online, on-premise, and off-site meetings and events
• Set up and manage common-area systems such as conference room AV equipment, recording and broadcast systems, digital signage
• Resolve help tickets accurately and in a timely manner. Adhere to SLAs and group practices.
• Collaborate with team members and with other IT groups to resolve complex issues
• Perform project work as assigned, e.g., document solutions, develop guidelines, investigate persistent problems, automate routine tasks

Minimum Qualifications

• A bachelor's degree is required.

Additional Qualifications

• BS/BA Degree in Computer Science, Computer Engineering, Information Systems or equivalent
• 2-3 years of IT support, including experience with networked PC equipment
• Proficiency with Operating Systems and desktop software including the Microsoft ecosystem
• Knowledge of networking principles, topology, and protocols
• Customer focus and dedication to customer satisfaction
• UNIX, Linux, Mac, SharePoint, Webex, AV knowledge a plus.