The IT Help Desk Technician is a key member of the Usherwood team for providing support for all managed IT clients. As a Microsoft Gold Partner, the position provides end user support for diverse IT challenges from computer hardware and application issues to mobile devices. 

This position will be based between Boston, MA and Auburn, MA with occasional travel to client sites.

KEY RESPONSIBILITIES:

• Respond to service tickets placed from our customers regarding Managed IT services (desktop, tablet, and mobile device support, offline servers, software updates, virus removal) 
• Identifies, researches, and resolves technical problems of moderate complexity.
• Responds to telephone, email, and on-line requests for technical support.
• Documents, tracks, and monitors the client’s problem using applicable systems and tools. 
• Coordinate with other teams or departments to resolve service tickets. 
• Assist in the delivery and onboarding of Managed IT services. 
• Escalate unresolved issue to Tier II support level. 

SKILLS & QUAILIFICATIONS:

• Associates degree in either Computer Science or IT is preferred. 
• Minimum one-year experience in a technical support or help desk center is preferred. 
• CompTIA A Certification is preferred.
• Knowledge of Microsoft windows operating systems, mobile devices and printers/scanners, Microsoft Office Suite, and ticketing system applications 
• Ability to prioritize and multitask assigned issues in a fast-paced work environment. 
• Positive attitude of customer service and integrity 
• Must be able to communicate with customers in a professional manner. 
• Demonstrate problem troubleshooting, root cause, and resolution skills 

BENEFITS

• Paid training and certification opportunities
• Excellent benefit offerings including: medical, dental, vision, and supplemental insurance
• 20 days of paid time off 
• Company paid life insurance and long-term disability insurance
• 401(k) plan with matching company contribution 
• Cellphone allowance
• Annual company store allowance

“Our growth is mirrored by the quality of people we have invested in.” –Louis F. Usherwood, CEO

Usherwood Office Technology is an Equal Opportunity Employer.

 Visit us at www.usherwood.com