IT Help Desk Technician

Overview

Paragus IT is the largest outsourced vendor in the Pioneer Valley. We aspire to serve 1000 customers across the country and are focused on culture, people, process, and continuous improvement.

• Troubleshoot and resolve technical issues either remotely or at a client site within defined SLAs
• Review ticketing and monitoring queue for timely assignment and resolution of new cases
• Prioritize issues and implement solutions while clearly communicating with the client
• Check, validate, and update case documentation, including notes
• Provide technical assistance to peers as needed
• Adequately manage client expectations
• Participate in on-call 24/7 support rotation (averaging 3 weeks per year)
• Create exceptional experiences for clients

We are looking for a fun-loving person with excellent customer service and communication skills, both written and verbal. Proficiency in Microsoft Office Suite is required, and the ability to adapt to new technologies as the industry evolves. The ability to multi-task, work independently, prioritize, and manage time effectively is essential, with the ability to collaborate as part of a team. We seek candidates who are smart, creative, and willing to share ideas to improve Paragus.

Experience with beer preferences or office culture is not relevant to the role.

• Experience supporting the Microsoft operating system environment and web/networked computing environments (Windows Server and Desktop, MS Exchange, Active Directory, Linux/UNIX, etc.)
• Knowledge of Microsoft Office products (Outlook, Word, Excel, PowerPoint, etc.)
• Proficiency in LAN, WAN, and WLAN; network security principles; network monitoring and maintenance; and capacity planning
• Experience with M365, Azure
  
  AD, SharePoint, and Intune
• Hyper-V, ESXi, Sonic
  
  WALL, Datto are a plus
• Experience supporting remote environments
• Ability to troubleshoot complex or time-sensitive issues and identify solutions
• Prior experience with help desk ticketing systems and service desk management tools (e.g., Remedy, Service Now, Connect Wise, Autotask, N-central, Kaseya)
• High degree of professionalism, attentiveness, and communication excellence (verbal and written)
• Ability to interact diplomatically with all levels of an organization
• Ability to apply proper office management practices and administrative support processes
• Strong analytical and problem-solving skills
• Ability to remain calm under pressure and work in a fast-paced environment with a positive outlook
• Ability to work independently and within a team
• Self-motivation and willingness to stay busy and contribute ideas

Full Time - Monday to Friday

Salaried Non-Exempt - $48,000-$64,500 DOE