Dillon Klockars Email & Phone Number

Burlington , Mass

Burlington Massachusetts

Senior Service Desk Technician Tier III provides technical support to colleagues in multiple locations. • Comfortable working with colleagues by Dell KACE User Portal, email, voice, and/or remotely connected to machine to identify, research, and resolve a variety of technical problems and requests. • Ability to resolve almost all issues without escalation to other staff but can discern when to ask advice and/or to escalate. • Documents, tracks, and monitors each issue to ensure timely resolution. • Applies commonly-used concepts, practices, procedures, existing documentation, and pre-established guidelines to perform the functions of the job. • Very familiar with a variety of the field's concepts, practices, and procedures. • Relies on extensive experience and judgment to plan and accomplish goals. • Performs a variety of complicated, concurrent tasks. • Lead and direct the work with others. A wide degree of creativity and latitude is expected. • Works under immediate supervision, but at times will need to exercise independent judgment. • Demonstrates proficiency in Service Desk - Tier III level skills including detailed knowledge of the following: • Microsoft Office 2016 • PC, laptop, and printer hardware • Configuration and management of Windows 7 and 10 desktop images • Remote connectivity: VPN • Virus and spyware cleanup and prevention: Symantec Endpoint • Skype for Business support• Driver Updates• Creating support documentation for junior staff Additional responsibilities include: • Mobile device total support for iPhones, Androids, MiFi and Aircards Tablets: Android and Windows 8• Monitor backups for multiple offices; resolve any issues that arise • Part of rotating team for on-call nights and weekend support

Burlington , Mass

Provides technical support to colleagues in 26 locations by User Portal, email, voice, and/or remotely connected to machine to identify, research, and resolve a variety of technical problems and requests.Resolve most issues without escalation to other staff but can discern when to ask advice and/or to escalate. Documents, tracks, and monitors each issue to ensure timely resolution. Applies commonly-used concepts, practices, procedures, existing documentation, and pre-established guidelines to perform the functions of the job.Responsibilities Demonstrates proficiency in Help Desk - Tier II level skills including detailed knowledge of the following: * Microsoft Office 2007 and 2010 * PC, laptop, and printer hardware * Configuration and management of Windows XP and 7 desktop images * Remote connectivity * Virus and spyware cleanup and prevention.Assist in management of mobile business account. Mobile device total support for Blackberry, iPhones, Androids, Windows Phones, MiFi and Aircards. Monitor backups for 26 offices; resolve any issues that arise

Andover

• Auditing and testing of PC Components.• Works closely with IT to provide solutions and plans between technical and non technical staff.• Laptop\​PC building, installation, deployment. Follow up and maintenance.• Installation and troubleshooting of numerous software applications and hardware.• Managed and handled company sensitive data.• Basic usage of Active Directory.• Computer Management, Switch Console, and Remote Desktop usage.• Laptop\​PC\​Server repairs and hardware replacement.