Next Step Systems
Tier 2 IT Help Desk Technician, South Boston, MA
We are looking for an IT Help Desk Technician to join the team. This position is a hybrid role working at least 3 days per week onsite in the Boston office. You may work from home up to 2 days per week. Help desk shifts are Monday through Friday. Hours may shift to help cover vacations and other special circumstances. 7am to 3:30pm; 8am to 4pm; 8:30am to 5pm; 9:30am to 6pm.
– Provide warm, knowledgeable customer support and service for applications, desktops, servers, and network devices.
– Diagnose and troubleshoot problems, advising on appropriate actions, and resolving issues.
– Handle service requests for technical assistance via phone and email.
– Follow, update, and maintain Help Desk procedures and contribute to the knowledge bank.
– Participate in on-call rotation for nights and weekends (approximately once every 6 weeks).
– Attend monthly Help Desk Team meetings and quarterly staff meetings.
– 3+ years of experience in IT support roles and/or 2-4 years of formal IT training; experience working at an MSP is a plus.
– Advanced PC/desktop expertise and basic server knowledge.
– Demonstrated ability to manage network devices and familiarity with server roles (including Active Directory).
– Knowledge of PowerShell and administration of Windows 10 and Microsoft 365 environments.
– Strong experience with Microsoft including MS Office, Microsoft 365, Active Directory; Microsoft certification is a plus.
– Direct experience as a good problem solver, willing to research via Google, CRM, Knowledge Base, and other resources to solve common and uncommon break-fix issues (experience with ConnectWise and/or Kaseya is a plus).
– Aptitude for balancing technical proficiencies with customer service skills to de-escalate a situation.
– Good time management skills.
– Industry certifications such as Network+, Associate’s degree, and/or Bachelor’s degree a plus.
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