IT Help Desk Technician

Dedham, United States | Posted on 06/08/2023

Seeking a user-focused Help Desk Specialist to join our team. As the first point of contact for end user issues, you will provide efficient and effective support. Your responsibilities include triaging and troubleshooting problems, resolving issues, escalating issues where needed and ensuring timely solutions to maintain a smooth technology experience.

• Monitor inbound help desk tickets through various channels (phone, email, chat).
• Initial triage and troubleshooting of incidents
• Resolve basic PC, smartphone, tablet, printer and access related issues
• Escalate complex system, network or hardware related issues to the appropriate team member
• Properly tag and classify tickets to drive accurate reporting
• Follow up on closed tickets to ensure customer satisfaction
• Analyze closed tickets to determine common themes
• Draft and publish knowledge base articles to address common requests and/or issues
• Shadow IT Asset Management, Network, Infrastructure and security teams as time allows to build additional skills to aid in troubleshooting

• A strong work ethic coupled with a curious mind, a willingness to learn and a desire for growth in the IT field
• Strong written and verbal communication skills
• 1 – 2 years of IT experience (Helpdesk, Asset Management, and/or Infrastructure)
• Experience working within a ticketing system (Zendesk, Servicenow, Jira, etc)
• Experience with Microsoft O365
• Medical & Dental Insurance through Blue Cross Blue Shield
• Vision Coverage through VSP
• Generous Paid-Time-Off Program
• Fidelity Investments 401k
• Disability, Life, Accident & Illness Insurance Packages
• Discounted Fitness Memberships
• Free & Discounted Work/Life Resources
• On-Demand Professional & Leadership Development