Desktop Support II

Job Location US-MA-Dalton
Posted Date 3 weeks ago(5/6/2020 10:51 AM)
# of Openings
Information Technology


Crane Currency is a fully integrated supplier of secure, durable and well-designed banknotes for central banks all over the world. As the leading security feature developer, Crane has won international acclaim for innovation and product development. We are a pioneer in advanced micro-optics technology for securing banknotes, offering features that do not exist elsewhere. A strong, stable organization with a firm commitment to collaboration and growth, we invite you to join us for a fulfilling career opportunity. The Desktop Support II role is a contract, hourly position.



  • Provide 2nd & 3rd level technical guidance and support to all associates to ensure effective and efficient incident response
  • Act as an escalation point for other members of the team who need assistance in managing a request or incident.
  • Identify and mitigate risk through the understanding of Information Security best practices.
  • Identify technical support trends, determine root cause and potential solutions addressing issues promptly and appropriately
  • Participate in Asset Management efforts of IT equipment and software licensing to ensure all equipment is properly accounted for.
  • Troubleshoots user support inquires including but not limited to hardware, software and telecommunication issues
  • Installing, configuring, and maintaining client hardware including but not limited to laptops, desktops, printers, MFD/MFP’s, IP Phones, mobile devices, encrypted thumb drives to maintain company standards, security and compliance
  • Participate in assigned audit tasks to maintain a secure and compliant environment
  • Lead or coordinate local efforts related to the implementation of new technologies to improve service and support.
  • Participate in lean management program activities to document, maintain and improve IT standard work processes and procedures to enable consistent global standards and continuous improvement
  • Collaborate with global IT Team to improve team comradery and culture.
  • Develop overall skill set by mentoring and coaching other members of the team through on the job training
  • Remaining current of emerging technologies and how they may enable the business
  • Provide oversight and direction for contractors, interns, and/or vendors from time to time
  • Actively monitor their respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAs.
  • Verify ticket data is accurate and notes are written to describe troubleshooting steps taken to resolve an incident or request.
  • Update Team KPIs regularly
  • Provide regular communication and escalation of issues to IT leadership


Knowledge (Education/Training) or equivalent:


  • Associates Degree or International Advanced Diploma in Computer Science, Computer Engineering, or MIS. Bachelor’s degree preferred. Years of experience may be accepted in lieu of a degree.
  • 3+ years of relevant experience in a technical support role
  • 3+ years of experience with modern Windows desktop operating systems




  • Microsoft Modern Desktop Administrator Associate
  • Relevant technical certifications from companies such as Microsoft or CompTIA
  • Fluent in English and local language when applicable


Applicants must be United States citizens. The person selected for this position will need to demonstrate suitability for employment in a position of Public Trust consistent with our US Government contract requirements.


Crane is a Drug Free Workplace.


Crane Currency is an Equal Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment.




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