IT Help Desk Technician

DUREZ CORP•Agawam, MA

1d•$51,000 - $64,500•Hybrid

About The Position

Vaupell is a premier global solutions provider for manufacturing for the aerospace, medical and defense industries. Achievement of our long-range plans depends on continuous improvement and the engagement of every member in our workforce. This position is in person in our Agawam, Massachusetts manufacturing facility; with the opportunity for occasional work from home. There is also occasional travel as needed to Manchester, CT.

Requirements

Must be able to work with minimal supervision
Must be tech savvy with working knowledge of office automation products, databases computer systems, mobile devices, remote control and other technical products
Must be able to work independently, be a self-starter, and multi-task
Must possess excellent verbal and written communication skills
Must be customer oriented and cool-tempered
Have the ability to diagnose and resolve basic technical issues
Must be either a U.S. Citizen or U.S. Person to ensure compliance with International Traffic in Arms Regulations (ITAR) and Export Administration Regulations (EAR)

Nice To Haves

Bachelor’s Degree in IT, Computer Science, or related field preferred
3 - 5 months experience as a Help Desk Technician or other customer support role preferred
Solid experience in MS Office applications, including MS Access preferred

Responsibilities

Serve as the first point on contact for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolutions in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Other duties as assigned or directed by management