Help Desk Support Specialist (Contract)

The IT Services Group of IDC is seeking a  Helpdesk Support Specialist within our IT Services Team.  This position is a “hands on” role and requires extensive knowledge in computer software, applications and hardware including an in depth understanding of Windows-based platforms along with the hardware and software corresponding to these systems. The Helpdesk Support Specialist role will be based in our Corporate office located in Needham, MA. The individual in this role will primarily be responsible for recycling IT assets, providing support to IDG Inc. and IDC employees via the IT Help Desk ticketing system.

A demonstrated background in the realm of mainstream computer technology coupled with technical troubleshooting skills is required.

Why IDC?

IDC is the most respected global technology market research firm. We are changing the way the world thinks about the impact of technology on business and society. Our people, data, and analytics create global technology insights that accelerate customer success. IDC was recognized by the Institute of Industry Analyst Relations (IIAR) as the 2020 Analyst Firm of the Year for delivering critical, timely insights in coordinated efforts around the world, during a time when our customers faced unprecedented challenges.

Our collaborative, innovative and entrepreneurial culture is the perfect place for you to discover your future!

1. Inventory & Assessment
· Catalog all IT assets in the existing closets.
· Identify devices for retention, decommissioning, or recycling.
2. Data Sanitization
· Wipe all laptops following industry standards (NIST 800-88)
· Provide certification of data erasure for compliance.
· Ensure no recoverable data remains before disposal.
3. Equipment Relocation
· Move IT assets from the 2nd-floor closets to the 1st-floor secure closet.
· Organize equipment efficiently within the reduced space.
· Confirm proper labeling in the new IT closet.
4. Recycling & Disposal
· Work with a certified e-waste recycler for environmentally responsible disposal.
· Confirm that all hardware components are recycled or disposed of per regulations. (NIST 800-88)
· Recycling company provides documentation of the disposal assets to IDC.
5. Documentation
· Ensure compliance with company and regulatory standards using form NIST 800-88.

Additional Helpdesk Tasks:

· Checking in returned laptops for inventory and processing.
· Working on task-related tickets, which would free up the internal Helpdesk to focus on tier 2, tier 3 and tier 4 tickets / issues.

Minimum of 3-5 years of experience within an IT organization, in a technical support and customer-facing role.

Demonstrated experience resolving software and hardware problems within a technical environment.

The ability to efficiently evaluate technical faults and problems and to prescribe the appropriate remedy and being able to document these remedies is beneficial as well.

Strong written and verbal communication skills.

Team player who is a fast learner, able to hit the ground running and be comfortable assisting users while still learning the intricacies of IDG, Inc.

Demonstrated history of customer service and positive interpersonal skills are imperative.

Experience working within a collaborative environment with both technical and non-technical colleagues is advantageous.

Fluency in all recent editions of MS Windows 11 and MacBooks.

Exposure to a wide variety of software applications including MS Office 365, various cloud applications, backup tools, antivirus tools, etc.

Understanding of networking technologies especially Ethernet routing and switching, wireless LANs, DHCP, DNS, etc.

Experience with Windows Autopilot technology including white glove.

The ability to lift and carry IT equipment is required.

This position is based in our HQ in Needham, MA. This is a contract position.

About IDC:  International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications and consumer technology markets. IDC helps IT professionals, business executives, and the investment community make fact-based decisions on technology purchases and business strategy. More than 1,100 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries worldwide. For 50 years, IDC has provided strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world's leading technology media, research, and events company.

IDC is an Equal Opportunity Employer. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, handicap, race, color, religion, gender, gender identity and expression, ancestry, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or other categories protected by law.