IT Help Desk Technician
$51,000–$64,500 year
On-siteAgawam, Massachusetts, United States
Job Summary
Serve as the first point of contact for customers seeking technical assistance via phone or email. Perform remote troubleshooting using diagnostic techniques and pertinent questions to determine the best solution. Walk customers through the problem-solving process and direct unresolved issues to next-level support personnel. Record events, problems, and resolutions in logs while following up to update customer status. Pass on customer feedback and suggestions to appropriate internal teams. Identify and suggest procedural improvements. Work with minimal supervision as a self-starter, requiring a U.S. citizen or U.S. person status for ITAR/EAR compliance.
Required Qualifications
- Must be able to work with minimal supervision
- Must be tech savvy with working knowledge of office automation products, databases computer systems, mobile devices, remote control and other technical products
- Must be able to work independently, be a self-starter, and multi-task
- Must possess excellent verbal and written communication skills
- Must be customer oriented and cool-tempered
- Have the ability to diagnose and resolve basic technical issues
- Must be either a U.S. Citizen or U.S. Person to ensure compliance with International Traffic in Arms Regulations (ITAR) and Export Administration Regulations (EAR)
- Must occasionally lift and/or move up to 50 pounds
- Must be available for occasional work from home
- Must be available for occasional travel to Manchester, CT
- Must be available for weekend shifts
- Must pass a background check
- Must pass a drug screen
Desired Qualifications
- Bachelor's Degree in IT, Computer Science, or related field preferred
- 3 - 5 months experience as a Help Desk Technician or other customer support role preferred
- Solid experience in MS Office applications, including MS Access preferred
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