Helpdesk Support Technician

Custom Computer Specialists•Boston, MA

8h•Onsite

About The Position

Custom Computer Specialists is looking to hire a Helpdesk Support Technician – Level I to be an integral part of our Onsite Services Team whose function is to provide full time, on-site, end user support for a Southeastern Massachusetts based education client. Custom is looking for an individual who will contribute to Custom’s overall success by providing exceptional client support with high levels of satisfaction in a technically diverse environment.

Requirements

Effective communication skills, both verbal and written with emphasis on timely response.
Ability to communicate technical information clearly and concisely to both technical and non-technical users.
Ability to provide excellent customer service and build positive relationships with users.
Possession of strong organizational skills.
In-depth knowledge of desktop hardware components and peripherals.
Experience with various operating systems (Windows, macOS, etc.) and their administration.
Possess experience with industry-standard applications, including Microsoft Office Suite, various web browsers, antivirus software, and other essential tools.
Understanding basic security concepts and practices.
Ability to manage difficult situations professionally.
Ability to work both independently and collaboratively as part of a team.
Ability to effectively manage time in a multitasking environment, ensuring efficiency and productivity.
Strong attention to detail, ensuring accuracy and precision in all tasks.
Ability to lift and move equipment weighing up to 50 lbs. independently.
Capability to transport equipment between floors and outlying buildings as needed.
Must have reliable transportation to support on-site duties and client needs.
Ability to provide on-site support during the client’s working hours (7:30 AM – 4:00 PM), five days a week.
Ability and willingness to provide after-hours technical assistance to support meetings.
Ability and willingness to represent the Custom Computer brand as outlined in the company handbook by maintaining professional dress, hygiene and workplace etiquette

Nice To Haves

Possession of relevant industry certifications (e.g., CompTIA A+, CompTIA Network+, Microsoft, and Google certifications) preferred.
1-2 years of experience providing in-person support for end-user hardware, operating systems, and applications.

Responsibilities

Providing premium, white-glove deskside support to client end users.
Providing support to other Custom Computer divisions, including Managed Services and Project Services, as needed.
Oversee and maintain the ticketing system to ensure efficiency and organization.
Manage inbound tickets from initiation to resolution, ensuring timely and effective support.
Provide in-person support for end-user devices, including computers, Chromebooks, printers, fax machines, and other peripherals.
Provide end-user training as needed.
Troubleshoot and resolve issues with faulty operating systems and applications.
Provide support for A/V systems and Webex meeting technologies.
Maintaining knowledge of current IT technologies and trends.
Provide support for client applications, including Microsoft Office, web browsers, Google Apps, antivirus software, and other proprietary applications and systems.
Provide support for client-provided end-user mobile phone applications, ensuring functionality and usability.
Perform additional job-related duties as assigned, demonstrating flexibility and adaptability to support business needs.

Benefits

Competitive salaries
Medical and dental plans
Company paid vision and short and long term disability plans
Flexible spending programs including Healthcare, Dependent Care, Transit and Parking
401K with employer match
Tuition reimbursement
Onsite fitness center (or gym membership reimbursement for client or satellite based employees)
Company paid life Insurance
Paid holidays and vacation
Technical certification gift card rewards program