Helpdesk Support Engineer

Location: North Billerica, MA, NOT REMOTE

Job summary

The Helpdesk Support Engineer is the point of contact to all employees who requires Helpdesk IT support.  This Support Engineer installs computers and software, resolve technical problems, acts as the interface between IT users and ERP consultants.  In addition, the Support Engineer escalates unresolved IT issues to the next level of support from Level 1 to Level 2.

Essential duties and responsibilities

  • Install, configure and troubleshoot computers, computer related peripheral hardware, software and network connectivity, troubleshoot network issues on switches, servers, endpoints, and access point
  • Plan and implement client software rollouts in client’s environment
  • Provide first level contact and identify solutions to resolve technical support problems via phone or email, and enter requests into our Helpdesk System
  • Remote support for clients with regards to; printer mapping, password changes, Assistance with email on endpoints and phones, Installing software per SOP
  • Properly escalate unresolved issues to the next level of support of either Level 2 or Level 3
  • Work with hardware and software vendors to resolve issues
  • Comply with established safety and operating rules, procedures, and guidelines
  • Recommend improvements to workflow and processes within the position for clients and the team
  • Work with cloud storage solutions like Egnyte and Box, and Microsoft Office 365
  • Creating new accounts in Office365 and GSuite as well as administration, and permission access
  • Maintain the active directory with user creation, folder and user permissions

Other duties and responsibilities

  • Performs other related duties as assigned.
  • Be available for special projects as requested and occasional weekend on-call coverage

Education and experience

  • Bachelor’s degree or equivalent work experience
  • Minimum of 3 years of experience as a Helpdesk Technician or relevant IT experience in a professional environment
  • Excellent written and verbal communication skills are a must
  • Focused attention to detail, execution of tasks, and follow-up
  • Outstanding interpersonal skills and the ability to work independently and in a team setting
  • Ability to maintain multiple priorities and seek assistance when projects may compete
  • Must be flexible and willing to take initiative
  • Desire to learn new technologies and help others within IT with new technologies
  • Proficiency in MS Office software, Windows 11, Office 365, Microsoft Server 2016 and above, Pro MacOS, and Meraki