Help Desk Support Technician

For the past 26 years, Envision has been at the forefront of the IT consulting industry, driving innovation and delivering cutting-edge solutions. We don't just keep up with the latest technologies – we study, review, and strategically leverage them to ensure our clients stay ahead of the curve. Our mission is to empower our clients to maintain peak efficiency and remain fully supported as technology evolves, helping them thrive in a rapidly changing digital landscape.

As a people-first organization, we build our teams with individuals who are not only passionate about technology but are also deeply driven to support and empower our clients across all industries. Our commitment to exceptional service starts with our team’s dedication to understanding client needs and delivering tailored solutions that make a real impact.

Our Ground Control managed services division is seeking a customer- focused individual to provide remote monitoring and support for our customers. Based in our hybrid friendly operations center in Pawtucket, RI you'll utilize advanced tools and systems to provide outstanding technical assistance to our clients.

If you're passionate about tech, are excited to work in an ever evolving industry, and want to make an impact, this is your opportunity! You'll be on the front lines, ensuring our clients’ systems are running smoothly and providing expert assistance when they need it most. Join us and be a part of a team that's dedicated to delivering the best customer experience in the industry!

Required Technical and Work Experience

• You must be an excellent communicator, and have unparalleled customer service skills.
• Be completely fluent in all MS desktop operating systems and common workflow software such as: Office, Adobe, Quickbooks, Web Browsers etc.
• Have strong troubleshooting skills including a clear process for root cause analysis.
• 2 years providing help desk or hands-on technical support
• 2 years experience with registry cleaners, virus and spyware removal, email troubleshooting, printing troubleshooting, patching, and other common PC issue resolutions
• Must be able to show examples / demonstrate that you genuinely understand the nature of good customer service.

Desired Technical & Work Experience

• Experience with Sonicwall or other similar Firewalls
• Experience with MS server operating systems
• Experience with Mac OS, iOS, and Android
• Experience with Virtualization
• Experience with common backup applications (Symantec, Mozy, Veeam)
• Experience with switching and routing

Job Duties and Responsibilities

• Provide exceptional customer service
• Be an effective communicator and enjoy working with people
• Serve as an administrator for Envision Technology Advisors’ Ground Control suite of technologies
• Deploy and support a mix of the above technologies for our clients
• Interface with Engineering to escalate issues as needed
• Participate in technical sessions with clients to discover requirements and develop solutions
• Communicate potential ticket resolutions to clients and steer them appropriately to ensure they make the best decision possible
• Occasionally serve as engineering resource on implementation projects
• Mentor and develop new team members as they come onboard
• Maintain technical certifications as required
• Provide technical training and prepare network documentation for customers as needed
• Shifts available: 1st

Education/ Certifications

• Hands-on experience required
• Certifications/ degrees a plus

Job Type: Full-time

Pay: $39,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application Question(s):

• Do you have experience using ConnectWise?

Experience:

• Customer service: 1 year (Required)

Work Location: Hybrid remote in Pawtucket, RI 02860

Salary : $39,000 - $55,000