What are the responsibilities and job description for the Information Technology Help Desk Technician position at Business Knowledge Services?
IT Help Desk Technician
Peabody, MA
**Local Candidates only as this is a full- time onsite position**
Responsible for delivering first-level Help Desk support, including PC, desktop, network, and telecom services to resolve end-user issues and requests. Also accountable for monitoring key systems such as LAN/WAN environments, servers, and applications. This role0 requires strong communication and collaboration skills to work effectively with IT and business teams, along with solid technical and analytical abilities to troubleshoot and resolve issues efficiently and within defined service levels.
Responsibilities
- Provide technical service and support to the assigned region to include:
- Supporting and maintaining desktop, LAN, and telecom environments in coordination with infrastructure teams
- First level response for all assigned service tickets
- Deploying new equipment, upgrading existing hardware, and installing software solutions
- Monitoring scheduled system processes to ensure successful completion
- Performing daily operational processing tasks as required
- Investigating and resolving monitoring issues during assigned shifts
- Escalating issues to Application Support and Infrastructure teams as needed
- Ensuring rapid restoration of services and minimal downtime
- Managing escalated issues through to full resolution while meeting service level expectations
- Maintaining consistent Service Desk coverage during defined support windows
- Collaborating with cross-functional support teams to ensure a seamless support environment
- Delivering clear and timely IT communications to end users
- Communicating regularly with IT departments and business units to maintain strong working relationships
Requirements
- 5- 10 years of hands-on experience supporting Microsoft and networking environments
- Strong knowledge of current infrastructure technologies and PC software products
- Ability to prioritize and manage tasks in a high-volume, fast-paced, and changing environment
- Excellent written and verbal communication skills with the ability to clearly document and resolve technical issues
- Demonstrated ability to build relationships across all levels of the organization (local and remote)
- Strong problem-solving and analytical skills
- Appropriate Microsoft certifications, A Certification, and/or a 2-year computer science degree with relevant experience
- Microsoft Certified Systems Administrator (MCSA) and/or related experience is a plus
- ITIL Foundation Certification is a plus