• IT Helpdesk Technician

    Job Locations US-MA-Peabody
    Job Post Information* : Posted Date 6 days ago(1/14/2019 10:36 AM)
    # of Openings
    Information Technology
    Regular Full-Time
  • Overview

    Assists in the installation, implementation, and upgrade of internal systems.  Provides first and second level hardware and software technical support for network and computer related devices.  Utilizes corporate help desk management software to create, update, resolve, and thoroughly document all reported problems, troubleshooting efforts, and resolutions.


    • Provides technical assistance and support to end users related to computer systems, hardware, or software
    • Rolls out new hardware – imaging and testing desktops and laptops; installs local and network printers, installs and replaces peripheral devices
    • Troubleshoots, maintains, and monitors external and internal hard drives, printers, plotters and scanners
    • Responds to queries, creates and updates tickets, isolates problems, and determines and implements solutions or escalation procedures
    • Answers Help Desk line and monitors tickets in multiple queues to facilitate processing of customer support requests
    • Examines personal queues to prioritize and complete work to meet or exceed response and resolution targets
    • Follows defined policies and procedures to manage workflow, including escalation of tickets
    • Utilizes available resources to promptly and accurately identify resolutions
    • Maintains inventory of equipment, hardware, software, and supplies
    • Understands, applies, and utilizes information gained by reading, studying, and reviewing technical documentation, manuals, TechNet, and other support sources
    • Maintain Asset Inventory Software
    • Monitor Antivirus Console, create tickets from alerts
    • Other IT duties as assigned


    Associate’s degree or equivalent work experience plus two years of technical support experience. 

    CompTIA A+ or Network +, Microsoft MCP or MCSE or other industry recognized certification or working towards one.  Windows 7 & 10. Solid understanding of how software and operating systems work. 



    Experience installing, configuring, upgrading and troubleshooting hardware and software including but not limited to:

    • Logical Devices
    • Mac OS
    • Microsoft Office 2010 & O365
    • Active Directory experience
    • Experience with ticketing system
    • Engineering Tools
    • VPN
    • Antivirus
    • Remote Support experience



    • Ability to think logically
    • Excellent listening and questioning skills
    • Problem solving skills
    • Strong customer focus
    • The ability to prioritize workload
    • Attention to detail
    • Ability to lift up to 50 pounds
    • Aptitude for the development, management, and delivery of outstanding services to fellow employees, customers, suppliers, and any internal organization that relies on the network


    Work environment will be in the IT lab with general supervision.  Flexible schedules may occasionally include some nights and weekends or rotating on call schedule.

    Shift available: 8:30 am – 5:00pm


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