Deskside Service Technician

Job Title : Deskside Service Technician Location : Onsite (Cambridge, MA) Role : Fulltime Pay Rate: 30/hr on W2 plus benefits Experience : 2-4 years Skills : software, hardware and network troubleshooting Coforge is seeking a customer-focused Deskside Service Technician to provide onsite technical support in a fast-paced academic and research environment. As the first point of contact for technology-related issues, you will deliver exceptional customer service while troubleshooting and resolving hardware, software, application, and device concerns. This role requires strong technical expertise, excellent communication skills, and a commitment to delivering a positive end-user experience. Key Responsibilities Provide onsite technical support for end users, ensuring timely and effective issue resolution. Receive, document, prioritize, troubleshoot, and resolve technical incidents and service requests through the ticketing system. Diagnose and resolve hardware, software, operating system, application, and workstation issues; escalate complex problems when necessary. Support desktop computers, laptops, mobile devices, peripherals, and enterprise applications. Maintain accurate ticket documentation, including updates, resolution notes, and knowledge base articles. Follow established IT Service Desk processes, policies, and service-level agreements (SLAs). Deliver outstanding customer service through professional and courteous user interactions. Collaborate with IT teams, business stakeholders, and support groups to ensure efficient issue resolution. Contribute to knowledge management initiatives by documenting recurring issues and solutions. Assist with continuous improvement efforts to enhance service delivery and user satisfaction. Required Qualifications 2+ years of IT Helpdesk, Service Desk, or Deskside Support experience. Strong troubleshooting skills across Windows, macOS, mobile devices, and common enterprise applications. Experience working with ticketing systems and remote support tools. Excellent verbal and written communication skills. Strong customer service orientation and problem-solving abilities. Ability to manage multiple priorities in a fast-paced environment. Must be authorized to work in the U.S. and successfully complete Coforge's background screening process. Preferred Qualifications Experience supporting higher education institutions, research organizations, or similarly regulated environments. Knowledge of FERPA, HIPAA, and related compliance requirements. Experience working within SLA-driven managed services environments. Familiarity with ITIL-based service management practices. Why Join Coforge? Opportunity to support a prestigious academic institution. Professional growth through ongoing training and development. Collaborative and inclusive work environment. Career advancement opportunities within a global technology organization. Competitive compensation and benefits package.