L1 Helpdesk Concierge

Are you an outgoing and friendly individual with a passion for technology? Do you thrive in a close-knit, collaborative team environment? This Massachusetts-based MSP is seeking a Level 1 Helpdesk/Client Experience Concierge to serve as a primary point of contact for a diverse range of clients, assisting them with various technology applications. This hybrid position is based in Mansfield, MA.

We’ll Provide:

• Robust benefits package including PTO, 401K, profit sharing, phone expense, tuition reimbursement, and travel reimbursement
• Salary range of $50,000-$55,000
• Hybrid work split between client sites, in the office, and occasional remote work
• Support/mentorship from supervisors and other team members
• Opportunities for continued growth and learning

What You’ll Do:

• Keep end users productive and secure by handling day-to-day support, and being a visible, friendly IT presence at key clients
• Master the common technology applications used by our customers
• Show customers areas where they can turn technology from an expense to a value and from a headache to a solution
• Resolve Level 1 technical support tickets
• Travel to client sites as needed (an average of 2 times per week)
• Perform daily phone and zoom calls
• Create training videos
• Create and maintain documentation

Skills You’ll Need:

• Exceptional verbal and written communication skills with an emphasis on being clear, concise, and friendly
• Ability to stay calm and professional with non-technical and sometimes frustrated users
• 2+ years in an MSP or similar multi-client IT environment
• Valid license and reliable transportation - Travel is throughout Central Massachusetts and Southern Rhode Island 2 times per week
• Experience providing white glove end-user technical support
• Proficient with Microsoft 365
• Ability to pass a background check

Nice to Have:

• Experience with Autotask, Datto RMM, IT Glue, M365, Intermedia, Watchguard, Keeper Security, Breach Secure Now, Bigger Brains

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