Help Desk Technician

TeamLogic IT•Woburn, MA

4d•Hybrid

About The Position

TeamLogic 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 TeamLogic IT locations nationwide. The strength of our network has placed us at #45 on the MSPmentor.net Top 501 Managed Service Providers. Our primary geographical support area spans from Boston and its surrounding communities to the New Hampshire border. Our growth isn’t measured in numbers, it’s an investment in aligning with the best talent. If you have a background and skillset for IT and a determined mindset to overcome any obstacle, you’ll enjoy being part of TeamLogic IT. Our team exhibits a deep-seated need to expand boundaries, flex know-how and resolve challenges with smart solutions. That’s a good thing since technology is always advancing, creating an environment that’s fast-paced and dynamic. When you work for a local office, you’re part of a bigger entity that fosters team collaboration among hundreds of technicians across North America. We’re Committed to a People First Culture Our philosophy is to support small- and medium-sized businesses across the country so they perform better, grow faster and achieve more. As a result, we are constantly providing our teams with the highest level of support, training and career advancement opportunities in an industry that is constantly evolving. 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, and not to TeamLogic IT Corporate.

Requirements

This job is eligible for a hybrid onsite/WFH arrangement following the necessary trainings and once a rhythm is established with the team. Candidates will be expected to report to Woburn upon hire for the first few months.
Candidates must have an understanding of troubleshooting the client and server operating systems outlined in the Main Job Tasks & Responsibilities section below.
Candidates must be team players with excellent communication skills and possess the ability to manage assignments independently. The ideal candidate will have a nurturing personality and the desire to help in the mentoring of their fellow technicians and engineers.
Candidates must have the ability to also work collaboratively when necessary.
Candidates must be comfortable working in a fast-paced and high energy environment.
Candidates must possess strong decision making and problem solving abilities.
Candidates must possess exceptional organizational skills and the ability to handle multiple tasks concurrently.
Candidates must be reliable and punctual.
Associate’s Degree and 3-5 years of industry experience.
Driver’s License

Nice To Haves

5+ years of industry experience.
CompTIA A+
CompTIA Network+
CompTIA Security+
MCDST
MCSA

Responsibilities

Provide exceptional customer service and technical expertise on inbound calls and tickets generated by our customers.
Troubleshoot issues relating to: Windows domains and workgroups 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 (2007-2016) Windows 7/10/11 macOS Android/iOS Third party applications with the assistance of the vendors 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.