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Help Desk

3 months ago

Waltham, United States Planet Technology Full time

Help Desk Technician

Location: First 4-6 weeks 100% onsite then hybrid in Waltham MA - 3 days a week in office

Length: 6-months to start & potential to convert to perm based on performance

Requirements: 3 years of experience


Responsibilities:

· Providing in-depth and comprehensive technical support to employees, as well as advisors and staff, driving first-call issue resolution on a wide range of products and issues.

· Prioritizing and promptly processing Helpdesk requests to ensure the smooth operation of our technical support team and timely resolution of incidents and requests.

· Identify and resolve technical issues while also possessing the skills to communicate technical concepts in a clear and understandable manner to non-technical individuals.

· Dedicated and skilled individual to support many aspects of our clients' tech stack and providing tailored White-Glove support and service. The ideal candidate will need to deliver exceptional IT support services with a high level of professionalism, attention to detail, and quality of service. This role goes beyond traditional customer service.


Technical Strengths:

· Experience troubleshooting basic-to-advanced Windows 10/11 OS and browser issues

· Understanding of Microsoft Office Suite 2016, 2019, and Office 365 functionality and troubleshooting techniques for basic connectivity issues

· Experience with advanced Microsoft Outlook functionality and associated protocols for connecting to Microsoft Exchange

· Knowledge of Active Directory, Azure, and domain environments

· Mobile device support experience (e.g., iOS, Android)

· Ability to troubleshoot TCP/IP networking issues, including network devices such as printers and scanners


Additional Skills and Knowledge:

· 3+ years of experience working in a technical support role

· CompTIA A+, Microsoft MD-100, or equivalent technical certification preferred

· Experience with networking hardware and software, such as firewalls, routers, switches, VoIP, and VPN, a plus

· Mac experience is a plus (e.g., macOS Ventura and Sonoma)

· Tech services or campus helpdesk experience a plus