Rackspace Senior Service Desk Technician - US in Wellesley, Massachusetts

Job Overview

Overview & Responsibilities

The Sr. Service Desk Technician will ensure the proper day-to-day operation of Service Desk technologies within Rackspace and provide telephone, ticket, and/or walk-up support to assist employees in resolving technology incidents or delivering services provided. This person will sit out of Wellesley, Massachusetts.

  • Gather business and technical requirements from end users and translate them into proposed solutions

  • Deliver technical solutions to the business working with a sense of urgency

  • Document technical issues, solutions and support information within the Ticketing system work order system

  • Create software install packages for all applications to ensure installation procedures are consistent

  • Validate and qualify applications for use on desktops and laptops

  • Determine operating and core application suite service packs and hot fix levels

  • Provide automated procedures for testing, configuration, and implementation of desktops

  • Assist in determining hardware configurations for end user technology approved hardware

  • Create and validate standard images and ensure proper documentation is completed and verified

  • Design, implementation, deployment, and support of desktop technologies.

  • Manage hardware/software inventory of the spare PC pool

  • Create desktop and laptop build processes with the goal of quickly deploying systems based on business needs

  • Ability to add and modify GPO’s

  • Patch Management for both server and desktops



  • Minimum 5 years of progressive hands on experience working in a medium to large IT environment with extensive Microsoft infrastructure

  • Minimum of 5 years experience implementing and supporting Microsoft desktop environments

  • Must understand MS Active Directory and have experience working with Global Policy Object framework and functionality (GPO’s)

  • Must have experience with Windows 7 (32-bit & 64-bit) desktop platforms, exposure to Windows 8 and 10

  • Experience with Sophos Anti-Virus

  • Must have experience with common business and enterprise applications e.g. MS Office -Office 365

  • Experience on software packaging and distribution technologies and building OS images

  • A+ certification will be a big plus

  • Microsoft certifications will be a plus (MCSE, MCSA, MCITP…)

  • Proven ability to work effectively in a team setting as well as independently with minimal error and guidance

  • Strong verbal and written communication skills and the ability to communicate with all levels of associates in the organization

  • Strong customer service focus and tremendous attention to detail


Req # 39234

Location(s) US-Remote


Category Customer Relationship & Support, Networking, System Administration / Engineering