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Freshservice Support Jobs

4 jobs found

1d ago

IT Support Specialist - Manufacturing Operations

Framebridge Inc Holyoke, MA 🇺🇸 Remote

Holyoke, MA

1d ago

$55k - $60k/yr Full time Barcode Scanner Cisco Meraki Control Systems

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Job Description

Framebridge Inc is seeking an IT Support Specialist for Manufacturing Operations based in Holyoke, MA with remote options to deliver hands-on multi-site plant IT support, troubleshoot CNC hardware and devices, manage networks and systems, and lead IT projects and new plant openings.

Responsibilities

Deliver daily technical support to plant staff across multiple sites, on-site or remotely as required.
Diagnose and resolve issues across plant hardware and software, including Patriot CNCs, Gunnar CNCs, Zund CNCs, Mat Caption machines, engravers, wide-format printers, barcode scanners, and VoIP phones.
Monitor network connectivity, Wi-Fi, and VoIP systems to minimize downtime; coordinate outages or repairs with vendors.
Administer and scale the Mobile Device Management system for secure device deployment, patching, and lifecycle management.
Log, triage, and resolve tickets in the ticketing system; document solutions in a shared knowledge base to improve consistency.
Provide training to plant staff on basic troubleshooting, POS procedures, and IT policies.
Lead and contribute to IT projects such as hardware refreshes, software rollouts, security upgrades, and automation initiatives.
Configure IT equipment and infrastructure for plant openings, relocations, and renovations.
Coordinate with external vendors for hardware procurement, installation, and managed services.
Provide backup support to the Retail Operations IT team during peak periods and special projects.
Assist Corporate IT with equipment ordering, configuration, and software access provisioning as needed.
Travel to each plant site to foster relationships with the supported operations teams.
Assess current plant IT infrastructure and identify top three opportunities to reduce downtime.
Define a baseline ticket response SLA and begin tracking performance against it.
Own at least one active IT project and drive it through to completion.

Requirements

Minimum three years of IT support experience in a multi-site environment such as manufacturing or retail.
Strong working knowledge of Windows and macOS, mobile device support, and network troubleshooting (TCP/IP, VPN, routers, Wi-Fi).
Practical experience with ticketing systems and remote support tools.
Excellent interpersonal and communication skills, comfortable collaborating with non-technical teammates.
Ability to prioritise tasks, multitask, and travel between plant locations as needed.
Associate or Bachelor’s degree in IT, Computer Science, or a related field, or equivalent hands-on experience.

Technologies

Windows
macOS
Patriot CNCs
Gunnar CNCs
Zund CNCs
Mat Caption machines
Engravers
Wide-format printers
Barcode scanners
VoIP phones
Mobile Device Management (MDM)
TCP/IP
VPN
Routers
Wi-Fi
Kandji
Jamf
Intune
Google Workspace
Google Admin
FreshService
TeamViewer
Cisco Meraki
Shopify POS

Benefits

Medical insurance
Dental insurance
Vision insurance
401(k)
PTO
Employee discount

Reporting To

Sr. IT Support Specialist – Manufacturing Operations

Compensation

Salary: USD 55,000 – 60,000 per year, plus benefits including medical, dental, vision, 401(k), PTO, and employee discount.

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8d ago

Tier 2 IT Helpdesk Technician

Bedrock Technology Philadelphia, PA

Philadelphia, PA

8d ago

$55k - $65k/yr Full time Active Directory Cloud Platforms Computer Skills

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Job Description

The Tier 2 IT Helpdesk Technician will provide on site escalated support and end user assistance in a Windows and macOS environment from our Philadelphia, PA location. The role emphasizes thorough troubleshooting, proactive documentation, and collaboration with IT teams on ongoing projects.

Responsibilities

Take ownership of escalated Tier 1 tickets that require deeper investigation, including software conflicts, connectivity issues, and account or permission problems
Deliver hands on and remote support for hardware, software, printers, mobile devices, and peripherals across Windows and macOS
Create, modify, and disable user accounts in Active Directory and Microsoft 365, including mailbox and distribution list management and licensing
Diagnose basic LAN, Wi Fi, VPN access, and other networking issues; escalate complex network faults as needed
Image, configure, and deploy laptops and desktops; manage devices via Intune or comparable MDM solutions
Troubleshoot Microsoft 365 apps such as Outlook, Teams, SharePoint, and OneDrive for end users
Document all work thoroughly, update knowledge base articles, and contribute to standard operating procedures
Escalate to Tier 3 with clear, detailed handoff notes to accelerate resolution
Support IT initiatives including hardware refreshes, software rollouts, and office moves

Requirements

2 to 4 years of experience in IT support or helpdesk roles
Solid troubleshooting skills across Windows 10 and Windows 11 environments
Working knowledge of Active Directory including user and group management, password resets, and OU structure
Hands on experience with Microsoft 365 apps such as Outlook, Teams, SharePoint, and OneDrive
Familiarity with remote support tools such as ScreenConnect, TeamViewer, ConnectWise, or Splashtop
Understanding of basic networking concepts including IP addressing, DNS, DHCP, VPN, and VLANs
Experience with ticketing systems such as ConnectWise, ServiceNow, Jira, Freshservice, Zendesk, or similar
Strong communication skills and the ability to explain technical issues clearly to non technical users

Technologies

Windows 10/11
Active Directory
Microsoft 365
ScreenConnect
TeamViewer
ConnectWise
Splashtop
Intune
macOS
Azure AD / Entra ID
PowerShell
Jira
ServiceNow
Freshservice
Zendesk

Preferred Qualifications

Experience with Intune or another MDM/endpoint management platform
Familiarity with macOS support
Exposure to Azure AD Entra ID and hybrid identity environments
Basic PowerShell knowledge for administrative tasks
Experience supporting a multi site or remote workforce

Certifications

CompTIA A+
CompTIA Network+
Microsoft 365 Certified: Fundamentals (MS-900)
ITIL Foundation
HDI Support Center Analyst

Who You Are

Patient and people oriented, understanding the stress of tech issues for users
Methodical with a structured approach to troubleshooting and verification of resolution
Dependable and trustworthy in supporting teammates and users
Eager to learn and adapt to evolving technology and processes
Clear communicator capable of detailed ticket notes and calm user guidance

Compensation

Salary range: USD 55,000–65,000 per year, depending on experience.

What We Offer

Health, dental, and vision insurance
401(k) with company matching
PTO and paid holidays
Certification reimbursement and professional development support
Collaborative and supportive team environment
Clear path to progression to Tier 3 or Systems Administrator roles
Parental leave
Life insurance

Work Location

Onsite in Philadelphia, PA

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20d ago

IT Help Desk

Andersen Material Handling Wixom, MI

Wixom, MI

20d ago

Full time Application Support Cloud Platforms End User Support

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Job Description

Andersen Material Handling relies on a capable IT Help Desk Technician to keep operations running smoothly across nine offices in Florida, Michigan, and Ohio. This onsite role in Wixom, Michigan uses FreshService to log and track IT requests, guide end users through technical issues, and escalate more complex problems to the appropriate level while coordinating with leadership.

Responsibilities

Assist the Vice President of IT and the Help Desk Supervisor in supporting nine office locations (FL, MI, OH), ensuring timely IT assistance and adherence to service guidelines.
Utilize the FreshService Help Desk system for employees to log IT support requests, track ticket status, and document troubleshooting steps.
Provide troubleshooting and assistance as needed and based on priorities, following department guidelines to resolve issues effectively.
Ensure problems can be reproduced and capture all pertinent information in the ticket prior to escalation to the next level.

Requirements

Ability to articulate complex computer technical solutions to non-technical end users in a clear, concise manner.
Requires initiative and ability to work independently.
Strong analytical and problem-solving skills.
Associate degree in computer-related field or equivalent from a two-year college or technical school.
Willingness to travel once or twice a month to other office locations, mainly day trips with occasional overnight stays.
Ability to work with employees at all levels within the organization.

Technologies

FreshService, SharePoint, Azure, Office 365
Operating Systems/Applications (Microsoft), Dell, Microsoft, Cisco
IP Protocol, HP

Benefits

401(k)
Dental insurance
Health insurance
Life insurance
Paid time off
Vision insurance

Job Type

Full-time

Ability to Commute

Wixom, MI 48393 (Preferred)

Work Location

In person

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27d ago

Senior Help Desk Technician

Surepoint Medical Centers Mansfield, TX

Mansfield, TX

27d ago

$22 - $25/hr Full time Active Directory Azure Customer Support

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Job Description

Senior Help Desk Technician role at Surepoint Medical Centers in Mansfield, TX (onsite) with an hourly rate of USD 22–25.

Responsibilities

Deliver Tier 2 and Tier 3 support for desktops, laptops, mobile devices, printers, and peripherals.
Diagnose and fix hardware, software, network, and application issues.
Administer and support Windows operating systems, Microsoft 365, and Active Directory environments.
Conduct system installations, upgrades, patches, and routine maintenance.
Assist with VPN, remote access, and cybersecurity related challenges.
Address and close service tickets within established SLAs.
Escalate critical incidents as needed and coordinate cross-team resolution efforts.
Document troubleshooting steps, resolutions, and contribute to knowledge base articles.
Monitor ticket queues and ensure timely follow-up with users.
Support server administration and ongoing system maintenance.
Assist with user account provisioning, access permissions, and group management.
Troubleshoot network connectivity issues involving switches, wireless access points, and firewalls.
Participate in disaster recovery and business continuity activities.
Serve as an escalation resource for Help Desk staff.
Provide training and mentorship to junior support personnel.
Help develop support procedures and best practices.
Participate in IT projects and technology deployments.

Requirements

Bachelor's degree in information technology, computer science, or a related field, or equivalent experience.
Minimum five years of Help Desk or Desktop Support experience.
Experience with Windows 10 and Windows 11.
Proficiency with Microsoft 365 services.
Active Directory experience.
Azure Active Directory / Entra ID experience.
Knowledge of AWS.
TCP/IP networking proficiency.
VPN technologies experience.
Experience with endpoint management tools.
Familiarity with ServiceNow and Zendesk.
Experience with Wrike and Fresh service.

Technologies

Windows 10/11
Microsoft 365
Active Directory
Azure AD / Entra ID
AWS
TCP/IP Networking
VPN Technologies
Endpoint Management Tools
ServiceNow
Zendesk
Wrike
Fresh service
Microsoft Intune
Azure
VMware
SharePoint
PowerShell scripting

Preferred Qualifications

Experience supporting cloud environments.
Hands-on experience with Microsoft Intune, Azure, AWS, VMware, SharePoint, and PowerShell scripting.
Knowledge of cybersecurity best practices.
Experience working in a healthcare setting.

Certifications Preferred

CompTIA A+
CompTIA Network+
CompTIA Security+
Microsoft Certified: Modern Desktop Administrator Associate
ITIL Foundation

Key Competencies

Excellent customer service and communication skills
Problem solving and analytical thinking
Time management and prioritization
Technical troubleshooting expertise
Leadership and mentoring abilities
Documentation and process improvement

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Freshservice Support Jobs

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