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IT Help Desk Support Specialist

Franklin, MA

Job Summary

We are seeking an IT Helpdesk Specialist to join our IT support team. This role is responsible for providing first-line technical support to end-users, troubleshooting hardware and software issues, and ensuring a high level of customer service. The ideal candidate will have excellent problem-solving skills, strong communication abilities, and a passion for technology.

Serves as first point of contact for the Help Desk Team and provides technical support to employees, assisting with hardware and software issues via phone, email, and chat.
Create and maintain comprehensive documentation for IT systems, configurations and processes.
Manage and prioritize help desk ticket queues, ensuring all requests are addressed in a timely and effective manner.
Responsible for studying their employer’s current computer system, identifying areas that need improvements or overhauls and implementing these changes.
Configure and deploy equipment for new hires (laptops, desktops, iPhones etc.) and conduct IT new hire orientation.
Decommission exiting employee’s computer equipment.
Contribute to the continuous improvement of the help desk process.
Manage Electronic Data Interchange of business information with suppliers.
Keep record of problems and their resolution.
Organize and file documentation pertaining to warranties and instructional guides for computer hardware.
Travel 1 – 3 times a year to our other facilities in Wisconsin and Florida.
Meet requested SLA time frames.
Evaluate applications and software patches for desktop applications to see if they will solve desktop issues.
Support IT Department in the changes and maintenance of the company ERP NetSuite.

Key Responsibilities

Supervisory Responsibilities:

None

FinancialGovernance Accountability:

None

Qualifications

Education:

Bachelor’s degree in information technology or a relevant field. Industry certification in relevant computer languages or software.

Experience:

2+ years of proven experience in a heavy customer focus position involving technical knowledge of companies’ products and services.
Excellent decision-making, time management and problem-solving skills.
Experience with Thrive Managed Services is a plus.
Adaptable and flexible in a fast-changing industry and work environment.
Ability to be able to handle customer feedback on IT services.
Excellent communication and interpersonal skills.
Experience in desktop hardware/ software configuration in an enterprise environment.
Working knowledge of Microsoft services and tools such as O365, Azure, SharePoint, OneDrive, and Active Directory.
In-depth knowledge of Mobile device management (JAMF/ Intune).
Extensive experience working with different operating systems including Windows and Mac.
Ability to handle projects efficiently and effectively.
Proven ability to multi-task, effectively determine priorities, and meet SLAs.
Experience working with a remote workforce in multiple locations is a must.

Working Conditions:

Typical office environment. Occasional visits to a warehouse or manufacturing environment.

Safety Responsibilities:

Tier 1 – Employee