Experienced IT Service Desk Technician

Job Purpose:

The IT Service Desk Support Specialist acts as the first line of response for all incidents and questions from employees or consultants at VSS in Greenfield MA related to technology, telephony, business applications and system access.

The person in this role supports and maintains company technology equipment, software, and IT assets. This includes installing, configuring, diagnosing, repairing, and upgrading corporate hardware, software, and end user devices while ensuring optimal performance. The candidate will also troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required.

Patience and tact are essential, especially in the support of non-technical individuals. The ability to multitask in a busy environment and transfer accurate information to appropriate staff is critical to this position.

RESPONSIBILITIES:

• Monitor and respond to Service Desk tickets in a timely manner.
• Work with requestors to obtain all pertinent information related to the request so that the proper resolution can be quickly achieved.
• Follow up with requestors to report status of the case in order to ensure satisfaction with service.
• Assist users to resolve issues such as system access, password resets, printer issues, application usage and general technology related questions.
• Instruct users in the proper use of hardware and software and develop training materials.
• Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
• Conduct diagnostics and refer to technical documents as required to resolve problems.
• Escalate complex questions or serious incidents and notify supervisors, if appropriate.
• Ensure all actions comply with company’s policies, procedures and compliance standards.
• Manage and track inventory of hardware, including asset and software license management
• Flexibility in work schedule is required to ensure 24/7 operations of critical systems
• Requires independent thinking, a methodical troubleshooting approach and a determination to overcome obstacles
• Team player in a fast paced, customer focused service department
• Stay up to date with industry trends. Attend conferences and seminars as appropriate to maintain knowledge of hardware and software.

Competencies and Skills:

• Excellent verbal and written skills are required
• Strong Customer Service Skills, supporting and interacting with end users is necessary
• Self-motivated, able to work independently
• Team player in a fast paced, customer focused environment
• Prior experience with CAD/CAM software and CNC machines a plus

QUALIFICATIONS:

• Associates Degree or equivalent
• Certifications such as CompTIA A+, CompTIA Network+, or M365 Modern Desktop Administrator
• Experience with Microsoft products, specifically Azure
• Experience with remote desktop, troubleshooting, setting up and troubleshooting networks.
• Prior Service Desk Experience with troubleshooting, installing, and configuring desktop applications and hardware Experience in troubleshooting a wide variety of hardware and software

Pay: $25.00 - $28.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience:

• Azure: 2 years (Required)
• IT Service Desk: 3 years (Required)

Work Location: In person