Desktop Support Engineer II in Woburn, MA at Beacon Health Options

Date Posted: 8/2/2018

Job Snapshot

Job Description


  General Summary: The Desktop Engineer II is a key member of the IT team and will be primarily responsible for supporting the end user technology environment of Beacon Health Options . This will include maintenance and management of company desktops, notebooks,

Mobile dev i ces , printers , servers and other office equipment and related software . In addition, this individual will participate in the implementation of new hardware and software including the installation and configuration of MS applications on the end user computers. This pos i tion

Requires an in-depth knowledge of and experience working with MS Office Suite (365, 2016) , Adobe (multiple versions) , and other desktop applications . Thorough experience configuring , upgrading, troubleshooting desktop and laptops computers, servers , printers , scanners and other peripheral devices . Working knowledge of Microsoft SCCM.

Essential Duties and Responsibilities:

  1. Provide level II technical support to Beacon Health Options staff by respond i ng to helpdesk requests from the level I helpdesk teams .
  1. Provide desktop support via phone/email and in person for all local and remote users on a 24x7 rotating on call basis .
  1. Maintain and perform hardware set up , proper configuration and system mod i fications to assure high availability and performance .
  1. Provide active directory administration and account management of user accounts.
  1. Experience using standard support tools such as Ghost , PGP, Dame Ware, GoTo Assist, WebEx and Bit locker etc .
  1. Troubleshoot and resolve issues with desktop hardware and software pertaining to systems operations
  1. Installing and setting up office/cubes for new and existing employees, relocating phones , and troubleshooting outages
  1. Escalate unresolved problems to staff with specific expertise , such as developers, network or system engineers , and database administrators in a timely manner

        9. Collaborate effectively with desktop support team members and other IT technicians (network and/or system engineers)  to resolve and document issue.

        10. Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools .

  1. Create and update standard software images for a variety of corporate systems (laptops, desktop’s or thin clients)
  2. Track and maintain inventory of desktop, laptop, thin clients and peripheral equipment in order to meet the needs of the business .
  3. Participate in Desktop Support on call on weekends and after hours.
  1. Avaya & Cisco Phone Systems

Minimum Qualifications:

Education:  equivalent Degree in Computer Science, Management Information Systems, or

Relevant Work Experience: 3 to 5 years experience in a technical environment


  • Microsoft Office 365 & 2016
  • Active  Directory Administration
  • Microsoft  Exchange/Outlook
  • Citrix
  • Internally developed BHO Software


  • Microsoft Access
  • Microsoft SQL

Other Job Specific Skills

  • Knowledge of network protocols
  • Image and deploy desktop/laptops
  • Knowledge of Encrypment Technology
  • Experience with Anti-Virus Technology
  • Maintain Hardware/Software Inventory


  • Dell Desktops/Laptops/Thin Clients
  • Dual Dell Monitor Configuration Support
  • Cisco  Telecommunications
  • Smartphone configuration Management
  • Printer Configuration and Support

Operating Systems

  • Windows 10
  • Windows 7
  • Windows Server 2008
  • Windows Server 2012/2016
  • Apple IOS Support
  • Onboard/Offboard Employees
  • Escalation support for level 1 analyst
  • Document changes to Inventory
  • Particpate in Projects as needed
  • Other duties as assigned by supervisor  


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Beacon Health Strategies, LLC., a Beacon Health Options company, is proud to be an Equal Opportunity Employer as well as a Drug Free Work Environment. EOE/M/F/Veterans/Disabled