Tier 1 Helpdesk Support Specialist

Company Description

5 Point Technology is a full-service technology provider and consultancy with offices in Boston, MA, and New York, NY. We offer a range of solutions, including infrastructure, cloud services, and cybersecurity, as well as "Experts-On-Demand" consulting to meet client needs. Our mission is to deliver 100% client success and satisfaction by focusing on protecting our customers' brand reputations. Serving a diverse client base, from small businesses to multinational enterprises, we help organizations navigate and mitigate risks in an ever-evolving technology landscape. Our team specializes in creating and implementing processes and technologies to reduce corporate exposure and ensure smooth business operations.

Role Description

This is a full-time hybrid role for a Tier 1 Helpdesk Support Specialist, based in Rockland, MA. In this role, you will provide first-level technical assistance to clients, addressing hardware, software, and network issues. Responsibilities include troubleshooting technical problems, supporting desktop computers, responding to customer inquiries via various communication channels, and escalating unresolved issues to senior technicians when necessary. Strong customer service and documentation skills are essential to ensure high-quality support.

Qualifications

• Strong skills in Technical Support and Troubleshooting
• At least 1 years experience with Desktop Computers and providing general Help Desk Support
• Proven ability to deliver excellent Customer Support, including clear communication and problem resolution
• Basic knowledge of network configurations, endpoint security, and common IT tools
• Proficiency in documenting solutions and procedures accurately
• Ability to work both independently and collaboratively in a hybrid work environment
• Previous experience in an IT support role and familiarity with ticketing systems is a plus
• Relevant certifications (e.g., CompTIA A , ITIL) are advantageous but not required