Job description

We are searching for a Desktop Support Technician to provide technical support to our growing team at our production facilities. You will help install, upgrade and troubleshoot all hardware and software for the installed client base. To succeed in this position, you will possess excellent problem-solving skills along with the ability to communicate clearly and precisely with the end user. The ideal candidate will be familiar with remote troubleshooting techniques and the tools required for successful troubleshooting. Possess the ability to multitask and function in several technical support roles. Some travel may be required. This position reports to the IT Manager

Responsibilities

● Provide on-site and remote technical support to users.

● Fully document support tickets on reported issues

● Remotely assist users through installation of applications and computer peripherals.

● Guide users with simple, step-by-step instructions

● Conduct remote troubleshooting when required

● Test alternative pathways to resolve an issue

● Customize desktop applications to meet user needs

● Escalate issues as appropriate

● Follow up with internal users to ensure continued system functionality

● Report and document user feedback and potential product requests

● Create technical documentation and manuals

● Work with vendors to resolve tickets

Qualifications

● An ability to work independently and in a team setting with others professionally and respectfully

● An ability to adjust to changing situations to meet urgent and critical issues

● Hands-on experience operating systems and Microsoft O365 including MS Teams

● Working knowledge of office automation products and computer peripherals, including but not limited to printers and scanners.

● Knowledge of network security practices

● Ability to perform remote troubleshooting and provide clear and concise instructions

● Excellent problem-solving and multitasking skills

Requirements

● Strong, methodical and professional problem-solving skills

● Proficiency with Windows OS, Active Directory administration and PC troubleshooting

● Deliver high quality service and technical support

● Team-oriented attitude

Job Type: Full-time

Salary: $25.00 - $30.00 per hour

Expected hours: 40 – 45 per week

Benefits:

401(k) matching
Dental insurance
Health insurance
Paid time off

Schedule:

8 hour shift
Monday to Friday
Weekends as needed

Ability to Relocate:

Leominster, MA 01453: Relocate before starting work (Required)

Work Location: In person

New England Wire Products, Inc.

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