Help Desk Technician

Gandara Center•Springfield, MA

84d•$22 - $24•Onsite

About The Position

The Help Desk Technician serves as a primary point of contact for technical support, field operations, and IT service delivery. This role is responsible for maintaining system performance, supporting end users, and ensuring reliable operation of hardware, software, and communication systems across the organization.

Requirements

Associate’s degree in information technology, Computer Science, or equivalent experience.
2–3+ years of IT support experience
Experience with Active Directory
Experience with Microsoft 365 / Entra ID
Experience with Asset management systems
Experience with VoIP systems (RingCentral preferred)
Strong knowledge of hardware deployment, imaging, and lifecycle management.
Ability to meet defined service level agreements (SLAs).
Valid driver’s license
Must have reliable transportation.

Nice To Haves

Bilingual Candidates Encouraged to Apply

Responsibilities

Respond to and prioritize incoming support requests via phone, voicemail, email, and in-person interactions related to hardware, software, networking, and other IT systems.
Log, track, and update all incidents in the ticket management system.
Diagnose, troubleshoot, and resolve technical issues; escalate when necessary.
Perform computer and laptop imaging, deployment, maintenance, and decommissioning.
Travel to various sites to provide on-site technical support, training, and troubleshooting as needed.
Collaborate with supervisors to develop action plans for complex or high-risk issues.
Participate in staff meetings, team meetings, and required training sessions.
Coordinate with vendors for hardware/software support and issue resolution.
Test and evaluate hardware and software for usability and effectiveness.
Provide support for printers and peripherals, including installation, configuration, and troubleshooting.
Coordinate with Help Desk Supervisor and IT administrators on new hire onboarding (device preparation and deployment), site openings and closures, and device lifecycle management and refreshes.
Perform additional duties as assigned.