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Form of workWe are looking for an ambitious Helpdesk Technician to maintain and administer our company's IT Helpdesk and support our networked system of computers. The responsibilities include troubleshooting hardware, software, and networking issues, as well as ensuring that all computing operations run with optimal performance and security. Finding creative solutions to problems and continually pursuing automation to reduce manual actions.
To be successful as a Helpdesk Technician, you should have an excellent ability to solve problems using your in-depth understanding of information systems and computing solutions. The best candidate will also be a team player, willing to handle all support requests with courtesy and professionalism and be an ambitious self-starter.
This position will require a regular in-office presence at our North Andover location (3-4 days per week) and occasional travel to our South Portland, ME location for trainings and team meetings.
Responsibilities:
- Field and incoming help requests from end users in a courteous manner, log all actions requests in helpdesk ticketing system
- Perform helpdesk triage tickets to ensure issues are escalated, delegated, and resolved efficiently
- Proactively monitor ticketing system, build internal knowledge base & document IT processes
- Maintain historical records and related problem documentation. Keep staff members informed of resolution status and timeframe, as necessary
- Respond to security incidents following a standard operating procedure
- Commission new desktops/laptops based on set of internal guidelines
- Perform user administration tasks across local & cloud-based systems
- Develop internal written and video training materials on basic IT questions for staff members
- Assist with IT new hire onboarding, employee offboarding and role changes
- Shares problem resolutions and unique cases with others on team to add to information knowledge base. Contributes to updated policies and procedures as needed.
- Ensure data is stored securely and backed up regularly
- Diagnosing, escalating, delegating, and resolving hardware, software, networking, and system issues when they arise
- Replacing and upgrading defective or outdated components when necessary
- Monitoring system performance to ensure everything runs smoothly and securely
- Provide superior helpdesk support when issues need to be escalated
