IT Helpdesk Technician Job
The role of the IT Helpdesk Technician is to provide excellent service to ComportSecure’s Managed Services clients by promptly evaluating, prioritizing and responding to their requests.
Type: Full Time
Location: Massachusetts Area (Remote)
IT Help Desk Technician Job – Responsibilities to Include:
IT Help Desk Technician Responsibilities to Include
- Serve as the first point of contact for customers seeking end user technical assistance.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by the clients.
- Build, deploy, and troubleshoot end user desktops and laptops.
- Walk the customer through the problem-solving process, including connectivity to printers or server applications
- Record events and problems and their resolutions within ticketing system.
- Follow-up and update customer status and information.
- Hardware Driver Installation
- Basic Configuration and/or diagnostic of network connectivity
- Basic OS error diagnosis
- Credential support
- Support the following applications: Adobe Professional Suite, Firefox/Chrome/Edge browsers, Google G-suite, Microsoft Office 365, Microsoft Office Suite, Windows Defender
- Basic configuration assistance connecting mobile devices to corporate resources (configuring email, web conferencing, or MFA)
- Spyware/Virus removal/containment/remediation
- Ensures that all Client requests are associated with a work ticket in Autotask.
- Participate in ticket dispatch and triage system
Availability / Job Hours
A Help Desk Technician will be available as a point of escalation and communication of concerns. The standard workday will be M-F 8×5. Have the ability to be part of an after-hours on call rotation.
IT Help Desk Support Job Skills:
- Proven work experience as a Help Desk Technician or similar role.
- Ability to diagnose and resolve basic technical issues.
- Solid organizational skills, including multitasking and time-management.
- Strong communication, client-facing and teamwork skills.
- Excellent interpersonal skills to positively represent ComportSecure when interacting with clients and technical teams.
- Work remotely in a fast dynamic environment.
- Managed Service Provider experience is a plus
