Job Description
Job Description
Job Responsibilities:
Provide remote and onsite technical support to our clients
Diagnose, research and troubleshoot computer system issues, including operating systems, H/W and S/W, networking, VPN, connectivity, server, and other network devices/peripherals, both remotely and onsite.
Install, configure, and support desktops, laptops, virtual machines, mobile phones, VOIP products, servers, backup systems, and miscellaneous devices.
Provide on-call emergency services after business hours, holidays and weekends as required.
Respond promptly and professionally to alerts and end-user IT issues
Monitor and update Service Desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions.
Function as primary point of contact and communication with customer from assignment of ticket to successful resolution of issue, including scheduling work and keeping customer aware of work status and solution progress.
Responsible for meeting Client Service SLA goals.
Other duties as assigned
Qualifications:
Associate or Bachelor’s Degree in IT or related technical field
Associate/intermediate level technical certification(s) preferred (Comptia A+/ Network+)
2 years of IT related technical experience
An intermediate level of understanding of relevant technologies, solutions, troubleshooting and support
Experience troubleshooting Active Directory, TCP/IP networks, and common PC and Mac applications/operating systems.
Experience working with WANs, LANs, TCP/IP, Firewalls, Routers, and Switches.
Strong knowledge and experience with computer/server H/W and S/W troubleshooting.
Experience with Help Desk issue tracking systems for the assignment, delegation, and/or resolution of end-user issues.
Experience using centralized management tools for disk imaging, installing software packages, patching, and monitoring IT systems.
Ability to maintain professional communication skills.
Ability to multi-task, work under pressure, and handle interruptions.
Ability to communicate effectively and interact with diverse personalities.
Self-motivated; dependable; passionate about technology
Enthusiasm for working in a team environment and a desire to help our customers grow their businesses by serving their IT needs
PHYSICAL DEMANDS: The employee must occasionally lift and/or move up to 30 pounds. The employee may have to sit at a computer for long periods of time. (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.)
Come help us delivery IT support and cybersecurity services to small businesses in the Merrimack Valley
Come help us delivery IT support and cybersecurity services to small businesses in the Merrimack Valley
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