Lead IT Support Specialist
1 week ago
Senior Help Desk/ IT Support Technician
Location
Wilmington, MA
Work Arrangement
Onsite
Employment Type
Full-Time
Reporting Structure
Reports To: IT Director
FLSA Status
Exempt/Salary
Management Role
No
Compensation Range
Position Summary
The Senior Help Desk/ IT Support Technician will play a crucial role in providing exceptional technical assistance and support to our clients. This position requires a proactive approach to troubleshooting and resolving IT-related issues.
Key Responsibilities
- Engage directly with clients through various channels to deliver services and address IT-related inquiries.
- Diagnose and resolve hardware, software, and network issues while optimizing system performance for end-users.
- Assemble and implement PC hardware, install necessary software packages, and configure networked devices as needed.
- Oversee, monitor, and report on the progress of escalated support tickets.
- Provide troubleshooting and support for local area networks and on-site servers.
- Assist in managing system or network outages to minimize downtime.
- Develop, update, and maintain standard operating procedures and technical documentation to enhance team knowledge and process efficiency.
- Participate in after-hours support for scheduled changes as required.
- Manage planned downtimes and respond effectively to service interruptions.
- Support team objectives by providing coverage based on departmental needs.
- Availability for weekend or off-hours work may be 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 capabilities.
- Proficient in Microsoft Office applications, Windows Server, VMware, and cloud services.
- Experience with help desk and remote management tools, as well as documentation systems.
- Familiarity with backup and disaster recovery technologies, network protocols, and Cisco/Meraki hardware.
- Experience in evaluating and implementing IT systems.
- Knowledge of mobile device support, including iOS and Android platforms.
Preferred Skills
- Experience with ConnectWise PSA and automation tools.
- Familiarity with cloud computing solutions.
- Previous experience in a manufacturing setting.
- Knowledge of engineering and CAD applications.
Physical Requirements
- Ability to navigate ladders and stairs, and work near loud machinery.
- Capability to lift and transport items weighing up to 50 pounds.
- Ability to recognize and respond to hazardous situations.
- Willingness to wear personal protective equipment in industrial settings.
- Capacity to sit for extended periods and move throughout various environments.
The physical demands outlined here 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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