Help Desk Specialist III

Help Desk Specialist III

Location

Wilmington, MA

Onsite, Hybrid or Fully Remote

Onsite

Status

Full-Time

Reports To

IT Director

FLSA Status

Exempt/Salary

Management Position

No

Compensation Min

Compensation Max

NOT open for Visa Sponsorship now or in the future

Position Overview

Reporting to the IT Director the Help Desk Specialist III will report to the IT Director.

Responsibilities

Typical activities include:

• Work directly with customers via the phone, onsite, and online, to provide services and help resolve IT & related problems.
• Troubleshoot and diagnose desktop hardware, software and network problems, tune performance of systems affecting end-users and provide solutions to problems using discretion and technical expertise.
• Build and deploy (adds, moves, changes) PC hardware, load appropriate software packages such as operating systems, networking components, printers, networked copiers, scanners & custom applications as required.
• Provides oversight, tracking, and reporting on the status of escalated tickets.
• Troubleshoot/support LAN and on-site servers via tickets, alerts and change management.
• Assist with activities to triage and escalate any system or network outage to reduce downtime.
• Follow, update and create standard operating procedures (SOP) and maintain technical documentation to drive process improvement and improve the teams' knowledge management.
• After hours work for change requests required.
• Addresses scheduled downtimes, plans for and responds to service outages and other problems.
• Provides support and/or coverage to meet queue needs based on department needs and team availability.
• Weekend / outside hour availability may be required.

Qualifications:

• 5+ years of system, network, and support experience in technical help-desk or desk-side IT support environment.
• Solid PC hardware, software, and Windows operating system knowledge with superior troubleshooting skills.
• Solid skills and understanding of Microsoft Office applications / Office 365, Windows Server, VMware, Hybrid Active Directory /Azure, InTune, AutoPilot.
• Solid experience using Help Desk, RMM, remote access /support /deployment tools, infrastructure management, and documentation systems.
• Solid skills and understanding of other common business applications.
• Solid knowledge of backup/restore and DR technologies, relational databases, BI reporting, network topology & protocols, and hardware on Cisco / Meraki platform.
• Experience in analysis, implementation, and evaluation of IT systems and their specifications.
• Experience supporting mobile devices iOS, Android, scanners, and tablets.

What will put you ahead:

• Experience with ConnectWise PSA.
• Automate.
• Control.
• Auvik.
• IT Boost.
• AWS / cloud computing.
• Previous work in a manufacturing environment.
• Experience with Engineering & CAD applications.

Physical Requirements:

• Must be able to ascend and descend ladders, stairs, and in proximity to loud equipment.

• Must be able to lift and carry or otherwise move up to 50 pounds occasionally.
• Must be able to see and respond to at-risk situations.
• Must be able to wear personal protective gear when in industrial locations.

• Must be able sit for longer periods of time as well as move about throughout the office and production, / laboratory environment.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.