Senior Help Desk/IT Support Technician

Unclassified - Wilmington, MA

Full-time

Remote - Wilmington, MA

About the position

The Senior Help Desk/IT Support Technician will play a crucial role in ensuring the smooth operation of IT services within the organization. Reporting directly to the IT Director, this position is responsible for providing high-level technical support to end-users, troubleshooting a variety of IT-related issues, and maintaining the overall health of the IT infrastructure. The technician will engage with customers through various channels, including phone, onsite visits, and online platforms, to deliver exceptional service and resolve technical problems efficiently. In this role, the technician will be tasked with diagnosing and troubleshooting desktop hardware, software, and network issues, ensuring optimal performance of systems that impact end-users. This includes building and deploying PC hardware, loading necessary software packages, and providing oversight on escalated tickets. The technician will also be responsible for supporting LAN and on-site servers, managing alerts, and participating in change management processes to minimize downtime during system outages. Additionally, the Senior Help Desk/IT Support Technician will be expected to create and update standard operating procedures (SOPs) and maintain technical documentation to enhance process improvement and knowledge management within the team. The role may require after-hours work for change requests and availability during weekends or outside regular hours to meet departmental needs and ensure continuous support for the IT infrastructure.

Responsibilities

• Work directly with customers via phone, onsite, and online to provide services and help resolve IT & related problems.
• Troubleshoot and diagnose desktop hardware, software, and network problems, tuning performance of systems affecting end-users and providing solutions using discretion and technical expertise.
• Build and deploy PC hardware, load appropriate software packages such as operating systems, networking components, printers, networked copiers, scanners & custom applications as required.
• Provide 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 team's knowledge management.
• Address scheduled downtimes, plan for and respond to service outages and other problems.
• Provide support and/or coverage to meet queue needs based on department needs and team availability.
• Be available for after-hours work for change requests and weekend/outside hour availability may be required.

Requirements

• 5+ years of system, network, and support experience in a 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.

Nice-to-haves

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