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IT HELP DESK TECHNICIAN

Posted by
Tech Networks of Boston
|
Boston, MA
New
|
Published 22 days ago

JOB OPENING

FOR

IT HELP DESK TECHNICIAN

 

Position Summary

We recently asked our current help desk technicians what they see as critical abilities for the next person to join their team: 

  • Proven record of working in a team environment
  • Demonstrated aptitude to balance technical proficiencies with customer service skills to de-escalate a situation
  • Ability for quick and sustained learning — on and off the job
  • Direct experience as an excellent problem solver, willing to research via Google, CRM, Knowledge Base, and other resources to solve common and uncommon break-fix issues (experience with ConnectWise or Kaseya is a plus.)
  • Solid knowledge of PowerShell, SharePoint, and administration of Windows 7/10 and O365 environments; familiarity server roles (Active Directory is a big plus!)

If you want to join a team with these values and goals, please read on. 

Service to clients is at the heart of our work at Tech Networks of Boston (TNB). We have a talented and dedicated staff focused on providing the highest quality IT support services to mission-driven organizations and non-profits. Our goal is to help each client enhance their effective use of information technology in order to serve, scale, and innovate. 

 

Shift and Location

The office is open from 7 am to 6 pm. You will be asked to work an 8-hour shift at our office in Boston. 

 

Essential Responsibilities

An ITHDT ensures that client service requests are fulfilled in accordance with client contracts with TNB. 

  1. Provide warm, knowledgeable customer support and service for applications, desktops, servers and network devices.
  2. Diagnose and troubleshoot problems, advising on appropriate actions, and resolving issues.
  3. Handle service requests for technical assistance via phone and email.
  4. Follow, update, and maintain TNB Help Desk procedures and contribute to the knowledge bank. 
  5. Participate in on-call rotation for nights and weekends (approximately once every 6 weeks)
  6. Attend monthly Help Desk Team meetings and quarterly TNB staff meetings. 

 

Occasional/Seasonal Responsibilities

An ITHDT performs other duties on an occasional basis, working independently and within a team on special nonrecurring and ongoing projects. 

 

Qualifications

  • 3+ years of experience in IT support roles
  • Industry certifications, Associate’s degree, and/or Bachelor’s degree a plus
  • Experience in managing Active Directory, Exchange and Office 365; certification a plus
  • Experience with Exchange On-Premises a plus
  • Experience with Kaseya a plus
  • Experience with ConnectWise a plus
  • Critical thinking/problem identification and solving
  • Troubleshooting skills
  • IT subject matter skills: infrastructure; line-of-business applications; end-user computer and accessory equipment; mobile devices
  • Time management
  • Ability to work under pressure
  • Communications skills:
  • Translating between user’s language and technical language for troubleshooting
  • Customer service/customer care
  • Interpersonal/rapport-building
  • Documentation skills

 

Physical Demands

The responsibilities of this position require employees to talk and hear. The employee is often required to sit and use hands and fingers to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this position include close vision, with the ability to read and understand text. This position may require the employee to occasionally lift and/or move objects weighing as much as twenty-five (25) pounds. These physical demands are representative of the physical requirements necessary for an employee to perform successfully the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the position.

 

Work Environment

The work environment is a standard office setting including standard office equipment (fax, copier, phone, computer, etc.). While performing the duties of this position, the employee is occasionally exposed to moving mechanical parts. The employee in this position may have to manage a number of tickets or projects at one time, and may be interrupted frequently to meet the needs and requests of co-workers and clients. The employee may find the environment to be busy and needs excellent organizational and time and stress management skills to complete the required tasks. The noise level in the work environment is usually moderate. These work environment characteristics are representative of the environment the employee will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job. 

 

Company Overview

A leading MSP for more than 25 years, Tech Networks of Boston (TNB) is committed to providing quality IT services to non-profits and mission-driven organizations. TNB is proud of the innovative approaches and expertise of our staff. We strive to help clients increase impact and efficiencies in their work through leveraging technology more effectively. Our method for providing service is grounded in upholding our key values: adaptive, patient, positive, reliable, and respectful. In addition, our employees are eager to learn.

TNB is a Certified B Corporation, ranking #2 of ranked MSP’s in the United States, and recognized as Best for Overall, Best for Community, and Best for Governance in 2019. 

In 2020, based on employee feedback, TNB was recognized by Great Place to Work®, scoring no less than 88% in every category. 

TNB is proud to be an Equal Opportunity Employer. We hire the best talent regardless of gender, race, creed, color, national origin, ancestry, disability, marital status, age, sexual orientation, or veteran status. 

In addition, TNB promotes and supports a variety of diversity, equity, and inclusion initiatives and sustainability programs. 

 

Compensation

Starting at $20.00 to $23.00 per hour, commensurate with experience

Benefits include short-term disability, long-term disability, and $50,000 life insurance; options to participate in healthcare, dental, and vision programs as well as other voluntary coverages; participation in 401(k) plan

 

Applying

If you are interested in joining our diverse team of professionals, please send your resume and a cover letter detailing why you wish to be considered for this position. 

No phone calls, please. We will provide a complete job description to all qualified applicants. 

 

JOB OPENING

FOR

IT HELP DESK TECHNICIAN

 

Position Summary

We recently asked our current help desk technicians what they see as critical abilities for the next person to join their team: 

  • Proven record of working in a team environment…

Details at a Glance

  • Time Commitment
    Full Time Schedule
  • Start Date
    March 25, 2021

Location

On-site
Boston, MA

How to Apply

To apply, please go to : https://www.fitzii.com/apply/55345?s=id

To apply, please go to : https://www.fitzii.com/apply/55345?s=id

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