Amego, Inc Hiring for IT Help Desk Technician Job at Franklin, MA Full Time

Environment

Environment is 90% Windows OS and 10% Tablets and MacOS.

• 70% onsite and 30% offsite (multiple locations).
• This is a Tier 1 support position; You will be expected to do many Helpdesk/Desktop Support tasks onsite and offsite.
• Day shift – 40 Hrs.
• Reports to – IT Manager.

Job Purpose

Seeking a Helpdesk/Desktop Support Technician to address all internal employees’ and

contractors’ technical concerns across a wide array of internal services and products.

The Tech will be responsible for providing Tier 1 support services across a multi-platform environment.

Job Responsibilities:

Provide end-user support services, troubleshooting assistance, and problem resolution for complex hardware and software-related issues.

• Follow-up with the users if the issue is not resolved or needs to be addressed any later.
• Manage end user tickets via FreshService ticketing system, email, phone and in person.
• Assist in maintaining and tracking end user IT assets.
• Setup new employee equipment and assist with on-boarding/offboarding of employees
• Setup, configure, update, and move workstations.
• Provide support for key IT projects.
• Effectively utilize and contribute to existing knowledge bases (internal and external).
• Anticipates end user impact and provide preventative support whenever possible.
• Coordinate escalation and resolution of complex issues with the appropriate IT Support Team.
• Can work on moderately difficult assignments that require judgement in resolving them or in making recommendations.
• Collaboratively document, develop, and contribute to Helpdesk continual service improvement.
• Exhibits regular, reliable, punctual, and predictable attendance.
• Reliable transport will be required to commute to the offsite location (miles will be compensated).

Additional Skills:

Proficient verbal and written communication skills.

• Self-motivated with strong interpersonal skills and high attention to detail.
• Ability to work in a positive, fast paced, and challenging environment.
• Aptitude in understanding technical concepts and learning recent technologies.
• Possess a sense of urgency and can prioritize work.
• Excellent time management and organizational skills.
• Ability to lift / move computer equipment weighing up to 50 lbs.

Qualifications:

· Superior customer service skills and be able to communicate with a wide range of users.

· Proficiency in Windows 10 and MacOS.

• Proficiency in Microsoft Office Suite 2016/2019 and Office365 on Windows and MacOS.
• Proficiency in Apple iOS devices.
• Basic knowledge of hardware and software troubleshooting methods.
• 1-2 Years of experience in IT Support role

Knowledge of systems administration tools:

• Active Directory.
• Microsoft Office 365.

• Knowledge of Network infrastructure and networking tools including TCP/IPv4, VPN, Ethernet, and WiFi.
• Certifications or Equivalent Experience in hardware and software troubleshooting

• CompTIA A+ (preferred).
• CompTIA Network+ (preferred).

Job Type: Full-time

Pay: $45,000.00 – $50,000.00 per year

Benefits:

• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Franklin, MA 02038: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: One location