• Senior Service Desk Technician - US

    Location(s) US-Remote | US-MA-Wellesley
    Req #
    Customer Relationship & Support, Networking, System Administration / Engineering
  • Overview & Responsibilities

    The Sr. Service Desk Technician will ensure the proper day-to-day operation of Service Desk technologies within Rackspace and provide telephone, ticket, and/or walk-up support to assist employees in resolving technology incidents or delivering services provided. This person will sit out of Wellesley, Massachusetts.


    • Gather business and technical requirements from end users and translate them into proposed solutions
    • Deliver technical solutions to the business working with a sense of urgency
    • Document technical issues, solutions and support information within the Ticketing system work order system
    • Create software install packages for all applications to ensure installation procedures are consistent
    • Validate and qualify applications for use on desktops and laptops
    • Determine operating and core application suite service packs and hot fix levels
    • Provide automated procedures for testing, configuration, and implementation of desktops
    • Assist in determining hardware configurations for end user technology approved hardware
    • Create and validate standard images and ensure proper documentation is completed and verified
    • Design, implementation, deployment, and support of desktop technologies.
    • Manage hardware/software inventory of the spare PC pool
    • Create desktop and laptop build processes with the goal of quickly deploying systems based on business needs
    • Ability to add and modify GPO’s
    • Patch Management for both server and desktops



    • Minimum 5 years of progressive hands on experience working in a medium to large IT environment with extensive Microsoft infrastructure
    • Minimum of 5 years experience implementing and supporting Microsoft desktop environments
    • Must understand MS Active Directory and have experience working with Global Policy Object framework and functionality (GPO’s)
    • Must have experience with Windows 7 (32-bit & 64-bit) desktop platforms, exposure to Windows 8 and 10
    • Experience with Sophos Anti-Virus
    • Must have experience with common business and enterprise applications e.g. MS Office -Office 365
    • Experience on software packaging and distribution technologies and building OS images
    • A+ certification will be a big plus
    • Microsoft certifications will be a plus (MCSE, MCSA, MCITP…)
    • Proven ability to work effectively in a team setting as well as independently with minimal error and guidance
    • Strong verbal and written communication skills and the ability to communicate with all levels of associates in the organization
    • Strong customer service focus and tremendous attention to detail