Help Desk Technician

Overview

Role:
Help Desk Technician Team Logic IT of Northeastern Massachusetts

About Us:

We are an IT Managed Services Provider located in Woburn, MA focused on providing support for small to midsized businesses looking to outsource their IT functions. Relationship flexibility enables work arrangements that accommodate different levels of service. Whether it be fully-outsourced IT, supplemental IT, or project-based assistance.

We are a family-owned member of a franchisee network of 100 Team Logic IT locations nationwide. The strength of our network has placed us at #45 on the  Top 501 Managed Service Providers.

Our primary geographical support area spans from Boston and its surrounding communities to the New Hampshire border.

• Provide exceptional customer service and technical expertise on inbound calls and tickets generated by our customers.
• Troubleshoot issues relating to:
  • Windows domains and work groups
  • Windows networking (mapped network drives, shared folders, printers, etc.)
  • Active Directory
  • User profile creation and modification
  • Group Policy Objects
  • LAN/WAN connectivity
  • Firewall Configuration (VPN, port forwarding, etc.)
  • Onsite Exchange and hosted Exchange environments (Office 365, Google Apps)
  • Hardware diagnostics (servers/workstations/laptops)
  • Microsoft Office Suite )
  • Windows 7/10/11
  • macOS
  • Android/iOS
  • Third party applications with the assistance of the vendor's support staff
• Perform support remotely to our managed services customer using our remote monitoring and management tools.
• Log time entries and notes for support and maintenance performed using our PSA.
• Provide customers with timely written and oral updates regarding their support cases.
• Update and maintain customer information in our documentation system as changes in their environment occur.
• Create or update documented policies and procedures for the use of technical staff when new issues occur that may impact multiple users.
• Participate in our on-call rotation. Hybrid

• Required Experience:
• Associate’s Degree and 3-5 years of industry experience.
• Experience Preferred: 5+ years of industry experience.
• Certifications Preferred:
  CompTIA A+, CompTIA Network+, CompTIA Security+, MCDST, MCSA
• Required license or certification:
  Driver’s License

• Job Type: Full-time
• Job Location:
  
  Woburn, MA
• Flexible work from home options available.
• This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location.