IT Helpdesk Technician

Position Overview

Term: 1 year contract – open to renewal. Location: on site in Boston, MA 02116. Pay: $30/hr. Hours: M-F 8-5pm.

The IT Help Desk Technician will provide Level 1-2 support to customer’s end-users. This position will provide customer-friendly assistance to end-users experiencing difficulty using IT products and services. The Service Desk Analyst will troubleshoot, diagnose and resolve or escalate Level 1-2 incidents received as necessary.

Responsibilities

• Performing technical customer support via telephone, chat and email
• Tier 1-2 support including triage and basic troubleshooting. Technicians should be advanced tier 1 with strong interpersonal skills and ability to learn new concepts quickly
• Support will include standard Windows environments and specialized RMV equipment and software
• Performing call backs as required
• Identifying and/or coordinating hardware and software requests and offering solutions for customer accounts
• Experience with hardware deployments - imaging, configuring, workstation set-ups and moves. Ability to lift 50 IBs.
• Acting as a subject matter expert (SME) across limited subject areas

Requirements

• Associate's degree in computer related field AND/OR 3 years in a customer support or call center like environment
• Ability to learn and become knowledgeable of customer products and services
• Experience working on a help desk/service desk handling tickets preferred
• Experience troubleshooting Desktop hardware and associated peripherals preferred
• Proficiency in navigating accounts with multiple skill set requirements
• Demonstrate effective soft skills, listening skills and ability to empathize with customer's situation
• Ability to eventually resolve more complex support ticket requests
• Ability to provide support to new team members
• Effectively manage length of calls/handle time
• Ability to thrive in a fast-paced but fun work environment
• Promote teamwork and call center success
• Must have an entry to intermediate understanding of - Microsoft Outlook 2010, Windows 10/11, Various web browsers and basic computer terminology

Benefits

• Medical coverage
• State-mandated sick leave
• Other benefits designed to support your well-being and work-life balance