Join Our Team as a Desktop Support Specialist and Be the First Line of Defense for Our IT Solutions!
Contract
Hours are either 6am-3pm or 8am-5pm
Remote with occasional on site visits in Springfield-Boston area
$22/hr
Office 365 suite, Zoom, Adobe Acrobat, FortiClient VPN, ServiceNow, Tier 1 support
The Level 1 Desktop Support Engineer is responsible for providing initial technical support to end users. This role involves diagnosing and resolving hardware and software issues, configuring computer systems, and ensuring a high level of customer satisfaction. The ideal candidate will have excellent problem-solving skills, a basic understanding of IT systems, and strong interpersonal skills.
Key Responsibilities:
- Provide first-level technical support to end users via phone, email, or in-person.
- Troubleshoot and resolve hardware, software, and network issues.
- Install, configure, and update operating systems and software applications.
- Set up and maintain desktop, laptop, and peripheral equipment.
- Assist with the onboarding and offboarding processes, including account setup and hardware provisioning.
- Document and track issues using a ticketing system.
- Escalate complex issues to higher-level support or relevant departments as necessary.
- Maintain an inventory of hardware and software assets.
- Provide basic training and guidance to end users on IT systems and applications.
- Ensure compliance with company IT policies and procedures.
- Participate in team meetings and contribute to continuous improvement initiatives.
Qualifications:
- High school diploma or equivalent; an associate degree in IT or a related field is preferred.
- CompTIA A+ certification or equivalent is desirable.
- Basic understanding of Windows and Mac operating systems.
- Familiarity with common office software applications (e.g., Microsoft Office Suite).
- Understanding of basic networking concepts (e.g., TCP/IP, DHCP, DNS).
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication skills.
- Customer-oriented with a positive and professional attitude.
- Ability to work independently and as part of a team.
