Apply on our company website. Direct applications will take priority in the process.
https://www.clearcomit.com/it-careers-central-ma/
Position Summary:
ClearCom IT Solutions, Inc. is seeking a dedicated and technically proficient Desktop Support Engineer to join our team. As a Desktop Support Engineer, you will be responsible for providing advanced technical support to end-users, and resolving complex hardware, software, and network-related problems. You will work closely with IT Support Specialists and collaborate with our team of IT professionals to ensure timely and efficient incident resolution. Your expertise, problem-solving abilities, and commitment to customer success will be vital in maintaining outstanding customer service.
Responsibilities:
- Remote & On-Site Support: Provide advanced technical support to clients, promptly and professionally, ensuring elite customer satisfaction. When necessary, travel to client locations to provide hands-on support.
- Service Ticketing: Record and track all client interactions, issues, and solutions using our ticketing system, while maintaining accurate and up-to-date documentation.
- Advanced Troubleshooting: Identify, diagnose, and resolve advanced technical issues related to hardware, software, operating systems, servers, network connectivity, cloud infrastructure, and peripheral devices. Perform root cause analysis to ensure permanent resolution.
- Escalation and Collaboration: Collaborate, receive, and solve escalations from IT Support Specialists, while ensuring seamless handoffs for efficient problem resolution.
- Hardware and Application: Assist clients in implementing, migrating, and supporting desktop and server applications, hardware, and peripherals.
- System Maintenance: Perform routine maintenance tasks, such as firmware updates, patches, vulnerability remediation, and system checks, to ensure optimal performance and security.
- Client Communication: Communicate technical information in a clear and understandable manner to non-technical clients, ensuring exceptional customer service throughout the support process.
- Documentation and Knowledge Base: Contribute to maintaining accurate and up-to-date documentation of IT processes, procedures, and troubleshooting steps. Help in building a knowledge base to improve future issue resolution efficiency.
Requirements:
- IT Expertise:
- In-depth knowledge of Microsoft Windows and macOS operating systems, common business software applications, and peripherals.
- Clear understanding of networking concepts, TCP/IP, DNS, DHCP, and VPN technologies. Familiarity with routers, switches, firewalls, and wireless technology.
- Clear understanding of cloud infrastructure, Azure AD, Microsoft 365, shared mailboxes, MFA, conditional access policies, etc.
- Experience: Minimum of two years of proven experience in providing technical support in a service desk environment or related role.
- Excellent Communication Skills: Strong verbal and written communication skills to interact professionally with clients and colleagues.
- Problem-Solving Skills: Ability to think logically to troubleshoot technical issues. Ability to diagnose and resolve technical issues efficiently.
- Motivation: Desire and willingness to learn, adapt, and contribute to the success of the company.
- Team Player: Ability to work well within a team environment and collaborate effectively.
- Strong Customer Service: A passion for delivering exceptional customer service and support.
- Strong Work Ethic: Ability to work hard and succeed in a fast-paced environment.
Preferred, not Mandatory:
- Education: associate degree in information technology, Computer Science, or a related field.
- IT Certifications: CompTIA Network +, Security +, Microsoft certifications, Cisco CCNA, ITIL Foundation, or equivalent are advantageous but not mandatory.
Duration and Compensation:
This is a full-time position with compensation range depending on experience.
Benefits:
As a Desktop Support Engineer at ClearCom IT Solutions, Inc., you are eligible for a hybrid work schedule, 401k plan, medical, dental, and vision insurance, vacation time, paid sick time, birthday PTO, and more!
Job Type: Full-time
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
Experience:
- Help desk: 2 years (Required)
- iOS: 1 year (Preferred)
- Windows: 2 years (Preferred)
Ability to Commute:
- Sturbridge, MA 01566 (Required)
Ability to Relocate:
- Sturbridge, MA 01566: Relocate before starting work (Required)
Work Location: In person