Help Desk Technician

Job Description

Job Description

Role : Help Desk Technician

TeamLogic IT of Northeastern Massachusetts

About Us :

We are an IT Managed Services Provider located in Woburn, MA focused on providing support for small to midsized businesses looking to outsource their IT functions.

Relationship flexibility enables work arrangements that accommodate different levels of service. Whether it be fully-outsourced IT, supplemental IT, or project-based assistance.

We are a family-owned member of a franchisee network of 100 TeamLogic IT locations nationwide. The strength of our network has placed us at #45 on the MSPmentor.

net Top 501 Managed Service Providers.

Our primary geographical support area spans from Boston and its surrounding communities to the New Hampshire border.

EXPERIENCE AND SKILLS REQUIRED

This job is eligible for a hybrid onsite / WFH arrangement following the necessary trainings and once a rhythm is established with

the team. Candidates will be expected to report to Woburn upon hire for the first few months.

Candidates must have an understanding of troubleshooting the client and server operating systems outlined in the Main Job

Tasks & Responsibilities section below.

Candidates must be team players with excellent communication skills and possess the ability to manage assignments

independently. The ideal candidate will have a nurturing personality and the desire to help in the mentoring of their fellow

technicians and engineers.

Candidates must have the ability to also work collaboratively when necessary.

Candidates must be comfortable working in a fast-paced and high energy environment.

Candidates must possess strong decision making and problem solving abilities.

Candidates must possess exceptional organizational skills and the ability to handle multiple tasks concurrently.

Candidates must be reliable and punctual.

MAIN JOB TASKS & RESPONSIBILITES

Provide exceptional customer service and technical expertise on inbound calls and tickets generated by our customers.

Troubleshoot issues relating to :

• Windows domains and workgroups
• Windows networking (mapped network drives, shared folders, printers, etc.
• Active Directory
• User profile creation and modification
• Group Policy Objects
• LAN / WAN connectivity
• Firewall Configuration (VPN, port forwarding, etc.)
• Onsite Exchange and hosted Exchange environments (Office 365, Google Apps)
• Hardware diagnostics (servers / workstations / laptops)
• Microsoft Office Suite (2007-2016)
• Windows 7 / 10 / 11
• macOS
• Android / iOS
• Third party applications with the assistance of the vendors support staff.

Perform support remotely to our managed services customer using our remote monitoring and management tools.

Log time entries and notes for support and maintenance performed using our PSA.

Provide customers with timely written and oral updates regarding their support cases.

Update and maintain customer information in our documentation system as changes in their environment occur.

Create or update documented policies and procedures for the use of technical staff when new issues occur that may impact

multiple users.

Participate in our on-call rotation.

Hybrid

Job Type : Full-time

Job Location : Woburn, MA

No recruiters please!

Required Experience :

Associates Degree and 3-5 years of industry experience.

Experience Preferred :

5+ years of industry experience.

Certifications Preferred :

CompTIA A+

CompTIA Network+

CompTIA Security+

MCDST

MCSA

Required license or certification :

Drivers License

Flexible work from home options available.