Help Desk Technician

Help Desk Technician

Team Logic IT of Northeastern Massachusetts

• 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.

• Provide exceptional customer service and technical expertise on inbound calls and tickets generated by our customers.
• Troubleshoot issues relating to:
  • Windows domains and work groups
  • 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 )
  • 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

• Associate’s Degree and 3-5 years of industry experience.

• 5+ years of industry experience.

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• MCDST
• MCSA

• Driver’s License

Flexible work from home options available.