Job description

FirstPro is now accepting resumes for a Helpdesk role in Boston, MA. This is a direct hire role and onsite everyday. Covid vaccine is required.

The position is responsible for providing technical support and training to users of PCs, collaboration solutions, and related end-user technologies. In addition to facilitating the IT Helpdesk function to identify, resolve, and prevent the reoccurrence of problems, while providing an exemplary level of customer service to internal clients. The ideal candidate possesses the ability to work independently, quickly and effectively to solve technical problems with hardware/software, as well as escalation, are essential to the position.

Some of the day-to-day responsibilities of this role include:

• Monitor Helpdesk ticket queue, answers any call queue calls, and submits tickets as necessary
• Responds to common requests for service by providing information to enable fulfilment
• Trains new employees using the Helpdesk New Hire Orientation document
• Assist with hardware setup/changes at workstations/offices (monitors, keyboard, mouse, docking stations)
• Support account lockouts in Active Directory
• Participate in documenting and maintaining IT procedures/guidelines
• Assist Helpdesk Manager with documentation of desktop systems, processes, training and other related items
• Assist with on-site systems and infrastructure hardware and networking equipment installation and minor configuration in coordination with Infrastructure staff, when applicable
• Assist in office move related tasks and vendor management in coordination with Helpdesk Manager and Director of IT Infrastructure and Operations
• Participate in on-call rotation for emergency support phone queue

THE CANDIDATE

• BSc in Information Systems, Computer Science, or equivalent experience in lieu of degree; A+, MCP or other equivalent certification is a plus
• 2+ years of experience in an IT performance analysis and end-user support role
• Experience with Windows 10/11 Pro and Microsoft Office 2016/365 support
• Experience with imaging deployment
• Proficiency in Helpdesk ticketing system or equivalent
• Must be self-motivating, work independently and keep in constant communication with team members and Helpdesk Manager
• Ability to work effectively and to interact with clients, team members, as well as third-party vendors and service providers
• Requires physical activity including the regular moving of equipment of fifty (50) pounds or more
• Occasional travel as needed
• Carrying communication device required
• Evening/weekend work may be required
• COVID Vaccine Required*

Job Types: Full-time, Permanent

Pay: $65,000.00 - $70,000.00 per year

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

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

Experience:

• Help desk: 3 years (Preferred)
• Windows: 3 years (Preferred)

Work Location: One location

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