Senior Desktop Support Technician

Boston, Massachusetts

Join a Groundbreaking Team:

The Sr. Desktop Support Technician's responsibilities are to provide gold standard end user support and service delivery to the DraftKings community while assisting in the management of IT provided enterprise systems. Through advanced knowledge of IT services and a drive to solve problems with technology, this individual will make a daily impact on the success of IT and the larger DraftKings community.
What you'll do as a Senior Desktop Support Technician:

  • Provide high quality customer support with a customer first mentality.
  • Manage and action support requests using ITIL/ITSM principles.
  • Provide Tier 2/3 support for complex, priority, or access sensitive support and service escalations.
  • Support and manage Windows, Mac OS, Mac iOS, and Android devices.
  • Use advanced knowledge and troubleshooting to resolve complex issues with enterprise applications and processes.
  • Participate and/or lead assigned projects to ensure achievement of strategic goals.
  • Provide expertise on DK technologies as assigned to ensure the quality, reliability, and organization of related IT services.
What you'll bring:
  • Bachelor's degree in a Computer Science related field or equivalent combination of knowledge and experience.
  • One or more certifications in the following areas required (multiple preferred): Microsoft, CompTIA, ITIL/HDI, Customer Service.
  • 5+ years of experience working in an enterprise support environment.
  • Advanced knowledge of common operating systems (Mac/Win) and related management technologies (Intune, SCCM and JAMF preferred).
  • Advanced knowledge of common enterprise end-user technologies (O365, G Suite, Atlassian, Zoom, and Slack preferred).
  • Knowledge of common coding languages for scripting and automation (PowerShell, C#, Python preferred).
  • Basic understanding of the ITIL/ITSM framework and related processes.

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