IT Help Desk Technician
About The Position
Paragus IT is the largest outsourced vendor in the Pioneer Valley, and we are just getting started. We aspire to be serving 1000 customers across the entire country, and we won’t stop until we get there. Ranked as one of Forbes Small Giants, we have an intense focus on culture, people, process, and continuous improvement. We are determined to be the best at everything we do, and we aren’t afraid to do the hard work required to get there. We are looking for someone with a passion for IT and making it fun - if you have some good jokes in your pocket, we would love to hear them and so would our clients!
Requirements
- Experience supporting the Microsoft operating system environment and web/networked computing environments (Windows Server and Desktop, MS Exchange, Active Directory, Linux/UNIX etc.)
- Knowledge of Microsoft suite of products (Outlook, Word, Excel PowerPoint, etc.) is required
- Proficiency in LAN, WAN and WLAN as well as network security principles, network monitoring and maintenance, and capacity planning
- Experience with M365, AzureAD, SharePoint and Intune
- Experience with supporting remote environments
- Ability to troubleshoot complex or time sensitive issues and identify solutions, especially in the middle of a nerf gun battle
- Prior experience with help desk ticketing systems and service desk management tools (i.e., Remedy, ServiceNow, Connectwise, Autotask, N-central, Kaseya, etc.) is required
- High degree of professionalism, attentiveness, and communication excellence (both verbal and written)
- Ability to diplomatically interact and communicate with all levels of an organization
- Ability to apply proper office management practices and administrative support processes
- Strong analytical and problem-solving skills
- Ability to remain calm under pressure and work in a fast-paced environment with a positive outlook
- Ability to work independently and within a team environment
- Always looking for new opportunities, and likes to keep busy and stays motivated
Nice To Haves
- Hyper-V, ESXi, SonicWALL, Datto are a plus!
Responsibilities
- Troubleshoot and resolve technical issues either remotely or at a client site within defined SLAs
- Review ticketing and monitoring queue for timely assignment and resolution of new cases
- Prioritize issues and implement solutions while clearly communicating with the client
- Check, validate, and update case documentation, including notes
- Provide technical assistance to peers as needed
- Frequently petting our beloved Para-pups!
- Appropriately manage client expectations
- Participate in our on-call 24/7 support rotation (averaging 3 weeks per year)
- Create exceptional experiences for our clients!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
