Help Desk Technician

Role: Help Desk Technician TeamLogic IT of Northeastern Massachusetts

About Us:

We are an IT Managed Services Provider located in Woburn, MA focused on providing support for small to midsized businesses looking to outsource their IT functions. Relationship flexibility enables work arrangements that accommodate different levels of service. Whether it be fully-outsourced IT, supplemental IT, or project-based assistance.

We are a family-owned member of a franchisee network of 100 TeamLogic IT locations nationwide. The strength of our network has placed us at #45 on the MSPmentor.net Top 501 Managed Service Providers.

Our primary geographical support area spans from Boston and its surrounding communities to the New Hampshire border.

EXPERIENCE AND SKILLS REQUIRED

· This job is eligible for a hybrid onsite/WFH arrangement following the necessary trainings and once a rhythm is established with the team. Candidates will be expected to report to Woburn upon hire for the first few months. · Candidates must have an understanding of troubleshooting the client and server operating systems outlined in the Main Job Tasks & Responsibilities section below.

· Candidates must be team players with excellent communication skills and possess the ability to manage assignments independently. The ideal candidate will have a nurturing personality and the desire to help in the mentoring of their fellow technicians and engineers.

· Candidates must have the ability to also work collaboratively when necessary.

· Candidates must be comfortable working in a fast-paced and high energy environment.

· Candidates must possess strong decision making and problem solving abilities.

· Candidates must possess exceptional organizational skills and the ability to handle multiple tasks concurrently.

· Candidates must be reliable and punctual.

MAIN JOB TASKS & RESPONSIBILITES

· Provide exceptional customer service and technical expertise on inbound calls and tickets generated by our customers.

· Troubleshoot issues relating to:

Windows domains and workgroups

Windows networking (mapped network drives, shared folders, printers, etc.

Active Directory

User profile creation and modification

Group Policy Objects

LAN/WAN connectivity

Firewall Configuration (VPN, port forwarding, etc.)

Onsite Exchange and hosted Exchange environments (Office 365, Google Apps)

Hardware diagnostics (servers/workstations/laptops)

Microsoft Office Suite (2007-2016)

Windows 7/10/11

macOS

Android/iOS

Third party applications with the assistance of the vendors support staff.

· Perform support remotely to our managed services customer using our remote monitoring and management tools.

· Log time entries and notes for support and maintenance performed using our PSA.

· Provide customers with timely written and oral updates regarding their support cases.

· Update and maintain customer information in our documentation system as changes in their environment occur.

· Create or update documented policies and procedures for the use of technical staff when new issues occur that may impact multiple users.

· Participate in our on-call rotation. · Hybrid

Job Type: Full-time

Job Location: Woburn, MA

No recruiters please

Required Experience:

· Associate's Degree and 3-5 years of industry experience.

Experience Preferred:

· 5+ years of industry experience.

Certifications Preferred:

· CompTIA A+

· CompTIA Network+

· CompTIA Security+

· MCDST

· MCSA

Required license or certification:

· Driver's License

Flexible work from home options available.

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to TeamLogic IT Corporate.

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