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Technical Support Specialist

2 months ago


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

Position Overview

New England Wire Products, Inc. is seeking a skilled Desktop Support Technician to deliver exceptional technical assistance to our expanding workforce at our operational sites. This role involves the installation, upgrading, and troubleshooting of hardware and software for our client base. To excel in this position, candidates must demonstrate strong problem-solving abilities and effective communication skills with end users. Familiarity with remote troubleshooting methods and necessary tools is essential. The ideal applicant will be adept at multitasking and capable of handling various technical support responsibilities. Some travel may be involved. This role reports directly to the IT Manager.

Key Responsibilities

  • Provide both on-site and remote technical assistance to users.
  • Thoroughly document support tickets for reported issues.
  • Assist users remotely with the installation of applications and computer peripherals.
  • Guide users through processes with clear, step-by-step instructions.
  • Conduct remote troubleshooting as necessary.
  • Explore alternative solutions to resolve issues effectively.
  • Customize desktop applications to align with user requirements.
  • Escalate issues when appropriate.
  • Follow up with internal users to ensure ongoing system functionality.
  • 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 independently and collaboratively in a professional manner.
  • Adaptability to changing situations to address urgent and critical issues.
  • Hands-on experience with operating systems and Microsoft O365, including MS Teams.
  • Familiarity with office automation products and computer peripherals, such as printers and scanners.
  • Understanding of network security practices.
  • Capability to perform remote troubleshooting and provide clear instructions.
  • Excellent problem-solving and multitasking abilities.

Requirements

  • Strong, methodical, and professional problem-solving skills.
  • Proficiency in Windows OS, Active Directory administration, 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 shift
  • Monday to Friday
  • Weekends as needed

Work Location: In person