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In this role you will be the first point of contact with users providing support by monitoring the Helpdesk Dashboard, analyzing issues, troubleshooting and resolving problems. You also are responsible for installing and supporting hardware and software solutions at all of our office locations, assisting IT department projects and goals, in a positive, team supported, fast moving environment. Familiarity with Windows Server and Workstation, wide area networks, firewalls, switches, printers, security best practices, Microsoft Office business applications, and data recovery/business continuity concepts essential. Reports to the IT Manager.

Responsibilities:

•    Monitor the incoming and open Help Desk support tickets queues, responding quickly and effectively to requests, documenting work and interactions performed, to ticket resolution.

•    Escalating to Systems Administrator or IT Manager as needed for assistance.

•    Use company standard configurations, utilities, software default settings, etc. for set up of the local workstations, laptops, printers, and mobile devices.

•    Become familiar with and follow documented internal procedures and recommend improvements.

•    Assist with onboarding and offboarding of employees by precisely following the IT order form and checklists assuring the best user experience.

•    Maintain an inventory of all hardware equipment, software applications, and software licenses.

•    Assign users and computers to proper groups in Active Directory and Microsoft 365/Azure Entra.

•    Meet regularly with for department updates, progress, new items, trends, etc.

•    Support audio and video equipment in conference rooms and for events.

•    Travel within New England is expected.

•    Other duties may be added and/or assigned as needed.

Skills:

•    Expertise with personal computers, peripherals, printers, copiers, networking devices, telephones.

•    Hardware and software troubleshooting methodology.

•    Effective and professional oral and written communication skills.

•    Excellent learning skills.

•    Customer service oriented interaction skills.

•    Problem analysis and solving.

•    Adaptability to changing priorities and work needs.

•    Planning and organizing.

•    Attention to detail.

•    Self-direction.

•    Ability to prioritize tasks.

•    Physically lift up to 50 lbs.

Education and Experience:

•    One year of experience.

•    Working knowledge of fundamental protocols and operation of computers, networking, printing, standard             Microsoft and other software (ie. Exchange 365 Mail and Office apps, Adobe Acrobat, VPN Clients, data               backup/restore, etc.), and mobile devices, Windows Server and Workstation OS, File Shares/DFS/Mapped           Drives, Print Servers, Security, and other related IT equipment and Best Practices

•    Knowledge of relevant help ticket tracking applications

•    Knowledge and experience of customer service practices

•    Related experience and training in troubleshooting and providing help desk support

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