Lead IT Support Specialist

1 week ago


Wilmington, Massachusetts, United States Kovalus Separation Solutions LLC Full time
Job Overview

Position: Senior Help Desk/IT Support Technician

Location: Wilmington, MA

Work Arrangement: Onsite

Employment Type: Full-Time

Reporting To: IT Director

FLSA Status: Exempt/Salary

Management Role: No

Position Summary

The Senior Help Desk/IT Support Technician is responsible for providing exceptional technical assistance and support to end-users. This role involves direct interaction with clients to troubleshoot and resolve IT-related issues efficiently.

Key Responsibilities
  • Engage with users through various channels to deliver support and resolve technical challenges.
  • Diagnose and address hardware, software, and network issues, ensuring optimal performance of systems.
  • Install and configure PC hardware and software, including operating systems and network components.
  • Monitor and manage escalated support tickets, providing timely updates and resolutions.
  • Support local area networks and servers, responding to alerts and managing changes effectively.
  • Assist in identifying and mitigating system or network outages to minimize downtime.
  • Develop and maintain standard operating procedures and technical documentation to enhance team knowledge.
  • Participate in after-hours support for scheduled changes and urgent issues.
  • Plan for and manage scheduled downtimes and respond to service interruptions.
  • Adapt to department needs by providing coverage based on team availability.
  • Be available for weekend or after-hours support as necessary.
Qualifications
  • Minimum of 5 years of experience in technical support or help desk environments.
  • Strong knowledge of PC hardware, software, and Windows operating systems with excellent troubleshooting abilities.
  • Proficient in Microsoft Office applications, Windows Server, and cloud technologies.
  • Experience with remote management and support tools, as well as documentation systems.
  • Understanding of backup and disaster recovery technologies, as well as network protocols.
  • Experience in evaluating and implementing IT systems and their specifications.
  • Familiarity with mobile device support, including iOS and Android platforms.
Preferred Skills
  • Experience with ConnectWise PSA and automation tools.
  • Knowledge of cloud computing and AWS.
  • Background in manufacturing environments and engineering applications.
Physical Requirements
  • Ability to navigate ladders and stairs, and work near loud machinery.
  • Capable of lifting and moving items up to 50 pounds.
  • Must be alert to potential hazards in the work environment.
  • Ability to wear personal protective equipment in industrial settings.
  • Must be able to sit for extended periods and move throughout various work areas.

The physical demands outlined are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made for individuals with disabilities.



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