FirstPro is now accepting resumes for an IT Help Desk Specialist position based in Milton, MA. This role will focus on providing day to day Tier 1 Technical Support to internal users on hardware, software, applications and peripherals. This is a permanent, direct-hire role.
Responsibilities
- Implement industry best practices and policies based on expert knowledge and organizational needs.
- Identify, research, and seek resolve a variety of complex end user technical problems; provide user training as needed or requested.
- Deliver high-quality customer service by addressing inquiries, concerns, and complaints in a professional and courteous manner.
- Develop documentation/instructions for standard operating procedures.
- Collaborate with users and IT staff to determine and develop specific information systems requirements and processes.
- Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, patches, and repairs.
- Perform installation, setup, configuration, and troubleshooting for PCs, mobile devices, and various peripherals.
- Assist in the implementation of systems which may include applications, databases, networks, and related systems.
- Assist in developing long-term strategies and capacity planning to meet future needs.
- Implement and support Microsoft related technologies: Windows Server & Desktop, SQL, Office 365, Intune, Duo, etc.
- Interact with vendors to support customer's specific line of practice management applications, copiers/printers, internet service providers, etc.
- Remote access solution implementation and support: VPN, Remote Desktop, and other remote access packages.
- Review remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
- Backup the monitoring of security systems and alerts.
- Help provide information for regulatory examinations, audits, vendor due diligence and risk management processes.
Requirements
- At least 2 years' experience as an IT Help Desk Specialist or a similar role.
- Strong knowledge of computer hardware, operating systems, and software applications.
- Proficient in troubleshooting hardware and software issues on desktops, laptops, printers, and peripherals.
- Basic understanding of networking principles and protocols.
- Familiarity with remote support tools and techniques.
- Excellent communication and interpersonal skills, with the ability to provide technical assistance in a clear and concise manner.
- Strong problem-solving and analytical skills, with the ability to diagnose and resolve technical issues efficiently.
- Appropriate technical certifications (A+, MCSA, Etc.) preferred.
