Technical Support Specialist

2 weeks ago


Leominster, Massachusetts, United States New England Wire Products, Inc. Full time

Job Overview

New England Wire Products, Inc. is seeking a skilled Desktop Support Technician to deliver exceptional technical assistance to our expanding workforce at our production sites. This role involves the installation, enhancement, and troubleshooting of all hardware and software for our client base. The successful candidate will demonstrate outstanding problem-solving abilities and possess excellent communication skills to interact effectively with end users. Familiarity with remote troubleshooting methodologies and the necessary tools for effective resolution is essential. The ability to manage multiple tasks and adapt to various technical support roles is also crucial. Some travel may be necessary, and this position will report directly to the IT Manager.

Key Responsibilities

  • Provide both on-site and remote technical assistance to users.
  • Thoroughly document support tickets for all reported issues.
  • Assist users remotely with the installation of software applications and computer peripherals.
  • Guide users through processes with clear, step-by-step instructions.
  • Conduct remote troubleshooting as needed.
  • Explore alternative solutions to resolve technical issues.
  • Customize desktop applications to cater to user requirements.
  • Escalate issues when necessary.
  • Follow up with internal users to ensure ongoing system performance.
  • Document user feedback and potential product enhancement requests.
  • Create and maintain technical documentation and manuals.
  • Collaborate with vendors to resolve support tickets.

Qualifications

  • Ability to work both independently and collaboratively in a professional manner.
  • Flexibility to adapt to changing circumstances and address urgent issues.
  • Hands-on experience with operating systems and Microsoft O365, including MS Teams.
  • Familiarity with office automation tools and computer peripherals, such as printers and scanners.
  • Understanding of network security protocols.
  • Proficient in remote troubleshooting and providing clear instructions.
  • Strong problem-solving and multitasking capabilities.

Requirements

  • Demonstrated methodical and professional problem-solving skills.
  • Proficiency in Windows OS, Active Directory management, and PC troubleshooting.
  • Commitment to delivering high-quality service and technical support.
  • Team-oriented mindset.

Job Type: Full-time

Salary: $30.00 per hour

Expected Hours: 40 – 45 per week

Benefits:

  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Paid time off

Schedule:

  • 8-hour shifts
  • Monday to Friday
  • Weekends as needed

Work Location: In-person



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