IT Helpdesk Support (Deskside)

Essenital Job Functions:

• Take the preliminary call and in-person requests from users and create the ticket.
• Provide on-site support to internal customers.
• Gather customer information/data and determine the fundamental issue.
• Troubleshoot (research the symptoms) of the problem.
• Document steps taken to determine the underlying issue.
• Hardware and software troubleshooting skills.
• Network troubleshooting.
• Escalate to Level 2 technician within time constraints.
• Follow up on resolutions until completion.
• Walk customers through the problem-solving process.
• Customer service focused.
• Follow established departmental standards and procedures.
• Contribute to team effort by accomplishing related results as needed.
• Work under supervision and understand the necessity for communicating and coordinating work efforts.
• Ability to work full-time or overtime, if necessary.
• Some travel required to headquarters for meetings and training.

Education/Experience:

• High school diploma or equivalent.
• At least 1 year of hands-on experience in technical support, where you've successfully resolved issues and provided excellent customer service to end users.

Travel:

• Please note that this role may require travel to branches as needed, with distances of up to 2 hours from our Marshfield, MA office.

Interview Process:

• 30-minute Talent Acquisition Phone Screen.
• 1-hour Onsite Interview with the System Support Manager and Hardware Helpdesk Team Lead.

Benefits Offered:

• Competitive hourly pay.
• Medical, Dental, Vision Insurance.
• Paid Time Off and 7 paid Holidays.
• 401(k) company match program.
• Telehealth.
• Short-term and Long-term disability insurance.
• Basic and AD&D Life Insurance paid for by the company.
• Critical Illness, Hospital Confinement, Accident Insurance, Supplemental Life Insurance.
• Employee Assistance Program.
• Mental, physical, financial wellness.
• Auto and Home Insurance discount.
• Paid Pregnancy, Parental, and Adoption Leave programs.
• Employee Discount Program.
• Training Programs.
• Internal growth opportunities in a fast-growing company.
• In some jurisdictions, state or local laws address sick leave or other leaves of absence. The Company complies with all such laws. This policy shall apply only to the extent it does not conflict with applicable law.