Help Desk Support Specialist-Tier 1

Help Desk Support Specialist - Tier 1

LOCATION:

Boston, Massachusetts

Lin Tech Global Inc. is recruiting an entry‑level Help Desk Support Specialist to support our contract at the EPA in Boston, MA. This role is a full‑time on‑site position and requires physical presence in the downtown Boston office Monday through Friday.

• Responsible for providing 1st tier support over the phone, by remote connection, or with walk‑in clients, supporting our user community on government issued computer hardware, applications, and platforms
• Be the point of contact for incoming requests for support via phone or electronically
• Diagnose and resolve technical, hardware, and software issues
• Research questions using available resources (Knowledge Base articles, provided SOPs, Google searches when needed)
• Advise users on appropriate action and walk them through resolution
• Provide in‑person solutions to technical, hardware, and software issues
• Reimage laptops, identify, redirect problems, and elevate urgent situations to the appropriate resources when necessary
• Adhere to Help Desk metrics ensuring that SLAs are met in a timely manner
• Follow Help Desk standard operating procedures
• Install various software packages and printer setups on Dell laptops
• Provide remote support using Bomgar or Teams
• Satisfy customer requests for non‑problem issues (add hardware, software, printers, technical consultation, etc.)

• Proficient in Office 365
• Experience with Service Now is a plus
• Working knowledge of the fundamental operations of relevant software, hardware, and other equipment
• Knowledge of Microsoft Windows 11
• Knowledge of TCP/IP
• Excellent customer service skills
• Knowledge of basic network troubleshooting
• Excellent oral and written communication
• Focus on ticket priority and meeting SLAs
• Ability to maintain good, clear notes on incidents in a timely manner
• Most importantly, must be dependable, have a positive attitude, be a “team player,” and be able to manage multiple projects/issues simultaneously, be pro‑active, and work well under pressure

• 1‑2 years in a Help Desk environment with hands‑on technical experience
• Ability to obtain a Public Trust Clearance
• Industry certifications preferred but not required

Lin Tech Global is an award‑winning, ISO 9001:2008 certified business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. The Lin Tech Global team is comprised of individuals who are dedicated to the success and sustainability of our customers and their missions.

Our combination of technical expertise, big business experience, and small business agility allows us to promptly provide our customers with exceptional IT and engineering solutions.

Our robust benefits package includes Open Paid Time Off, Paid Holidays, Company‑paid Life/AD&D, Company‑paid Short Term and Long‑Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!

Lin Tech Global, Inc. is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided based on qualifications, merit, and business need. All applicants will be considered for employment without attention to race, religion, color, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation and related medical conditions), marital status, genetic information (including characteristics and testing), gender, sexual orientation, gender identity or expression, military and veteran status, or any other status protected under federal, state, or local law in the locations where we operate.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources. The Company invites any applicant and/or employee to review the Company's written Affirmative Action Plan
. This plan is available for inspection upon request.

#DICE

This role requires customer approval, suitability to hold a public trust and successful completion of a preemployment background screening.

For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.