Help Desk Support I

Description

Provides first-level technical support to internal employees through phone, chat, email, and other support channels. Assists users with routine technology issues by following established procedures, troubleshooting guides, and support processes. Delivers responsive customer service while ensuring incidents and requests are documented, tracked, and resolved or escalated appropriately.

Here's what you can expect from the job and what you need to be successful:

What You'll Do :

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Respond to employee requests for technical assistance through approved support channels.
• Troubleshoot and resolve common hardware, software, password, access, and device-related issues using documented procedures.
• Create, update, and maintain support tickets with accurate and complete information.
• Escalate issues that require advanced technical expertise or additional investigation.
• Assist with installing, configuring, and supporting end-user devices, software, and peripheral equipment.
• Communicate resolution steps and provide guidance to users in a clear and professional manner.
• Follow service standards and established processes to ensure timely support delivery.
• Utilize knowledge bases, support documentation, and troubleshooting tools to resolve issues efficiently.
• Participate in team meetings and required training activities to build technical and customer support knowledge.

Role Specific Responsibilities:

• Provide desktop, branch, and corporate location support for employees, including routine incidents, service requests, hardware issues, software issues, onboarding, break fix and end-user assistance.
• Install, configure, image, deploy, troubleshoot, and repair laptops, desktops, mobile devices, printers, scanners, peripherals, and other standard endpoint equipment.
• Support branch and corporate site needs, including equipment setup, workstation troubleshooting, hardware replacements, and onsite support work as assigned.
• Follow established troubleshooting procedures, support standards, ticket workflows, and escalation paths while working under close supervision and guidance from more experienced team members.
• Maintain accurate ticket documentation, asset updates, inventory records, device recovery notes, and knowledge article feedback for common support issues.
• Travel to East Coast branch and corporate locations as needed for installations, troubleshooting, project work, device refreshes, repairs, and operational support.

Typical Scope:

• Acquires job skills and learns company policies and procedures to complete routine tasks. Has little or no role in decision-making.
• Works on tasks and assignments that are routine in nature with well-defined, repetitive problems requiring limited judgment. Follows standard procedures.
• Typically receives detailed instructions on all work. Works under close supervision and is guided by other more experienced individuals.

Essential Skills:

Education & Experience:

• Required Education: High school diploma and/or specialized certification
• Required Experience: 0 - 1 years of relevant experience

Qualifications & Skills:

• Basic understanding of desktop operating systems, common software applications, and computer hardware.
• Strong customer service orientation and interpersonal skills.
• Ability to learn new systems, technologies, and support processes.
• Effective verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to work effectively in a team environment.

Location:

Marlboro or Chelmsford, MA

Target Compensation:

$22.60 - $27.16 per hour

Schedule:

Monday - Friday 8am - 5pm