Tier 1 Help Desk Technician

*Job Description

Title: Tier 1 Help Desk Technician

Status: Full-time, non-exempt; 11:30 AM to 8:00PM; some travel may be required

Date Posted: August 2, 2022

Description: Northeast IT Systems, Inc. is a Managed IT Services Provider (MSP)seeking a full time Tier 1 Help Desk Technician to join our growing team. Our mission is to deliver the highest quality information technology services and provide an unparalleled level of service by always going above and beyond for our clients. This is an entry-level position with plenty of opportunity for growth within the company. We are looking for a confident, detailed-oriented team member with exceptional customer service skills to provide helpdesk support services for our customers. The ideal candidate will have prior technical support experience with a proven track record for success. Experience with ticketing systems, such as ConnectWise Manage, and remote-control technologies, such as ConnectWise Control, is preferred.

In this role, a successful candidate will be able to:

• Work well in a team environment;
• Speak with customers using non-technical language;
• Keep organized in a fast-paced environment;
• Learn, absorb and retain new information;
• Adapt to new techniques and technologies, and evolve along with the role;
• Understand and believe in the company’s goals and objectives.

If you are passionate about helping people solve problems with technology, this is the position for you! Though job duties can vary, your primary role is to provide support to our customers in a variety of ways.

You will be primarily responsible for:

• Working from our office 11:30AM - 8:00PM, Monday through Friday. Working from home may be permitted due to inclement weather;
• Providing technical support via phone, remote as assigned from support queue;
• Documenting all pertinent information related to the customer’s request;
• Providing remote troubleshooting for new support requests and document resolutions or escalate to Tier 2 support;
• Entering accurate & detailed notes related to troubleshooting and resolutions in customer support tickets;
• Maintaining & updating customer documentation;
• Working on computer systems (desktops, laptops & servers) on our bench to install, configure and/or repair hardware & Windows & Mac OS;
• Performing routine proactive services on customer servers and network devices;
• Performing post-resolution follow-ups to ensure client satisfaction.
• Performing other related duties consistent with the scope and intent of the position.

This is a great opportunity for someone who:

• Has a working knowledge of and previous experience with computer hardware, software, operating systems (Windows & MacOS), e-mail services (POP3/IMAP/MicrosoftExchange/MS 365) and basic networking concepts;
• Has a working knowledge of and previous experience with standard business applications, such as Microsoft Office, QuickBooks and other commonly used software packages;
• Has a customer-service-first mindset;
• Possesses strong written & oral communication skills;
• Wants a company that truly cares about its customers and employees;
• Loves a fast-paced, no-drama workplace, where office politics, gossip and negativity are not tolerated;
• Is extremely detail-oriented and appreciates people who take an organized, systematic approach to achieving success;
• Likes to work in a company where your input, contributions and ideas will directly impact the company’s growth and success;
• Is a quick, self-motivated learner who wants to work for a company that will invest in your education and training;
• Enjoys having conversations with (and helping) small business owners and managers;
• Loves building relationships with people and providing a true “WOW” experience;
• Wants a position that will offer upward earning and career advancement.

We’re confident, witty and fun. We treat people how we like to be treated. We encourage team work and make each other feel good about the work we are doing. We help our teammates when someone is struggling and congratulate on a job well done. At the end of the day, you’ll have more knowledge than when you started.

Salary: Commensurate with experience and proven skillset

Experience:

• Technical Support: 2 years (Required)
• Customer Service: 1 year (Required)
• Previous experience in an MSP environment (Preferred, but not required)

Benefits:

This position provides a competitive salary and company benefits. As a full-time employee, you will qualify for health & dental insurance, company matched retirement plan and all other benefits offered by the company. You must be based within an hour Westfield, MA and be a US citizen (sorry, no exceptions).

• Paid time off (10 days vacation paid holidays)
• Health & dental insurance
• Various included & voluntary life insurance and accident insurance policies
• Company-matched retirement & other voluntary options
• Career advancement
• Training, Certifications & Tuition Reimbursement
• Workplace perks such as food, coffee and company outings

Education:

• High school or equivalent (Required)
• A.S. degree in computer related field (Preferred but not required)

Work Authorization:

• United States Citizen (Required)
• Must be able to pass CORI/background check

Work Conditions:

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

To apply, please send your résumé along with a cover letter detailing why you think you’d be a great fit to join our team.

Job Type: Full-time

Pay: $18.00 - $26.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• Windows: 5 years (Required)
• Active Directory: 2 years (Preferred)

Work Location: In person

Salary : $18 - $26