Help Desk Technician

Global Data Systems (GDS) supports customers across a broad range of IT environments, and this Help Desk Technician role is designed to help you grow your skills while delivering reliable first-line support. The position is 90% remote, with occasional on-site customer support as needed, and you will work closely with an experienced IT team while gaining exposure to desktop, networking, server, cloud, cybersecurity, and virtualization topics.

GDS offers a benefits package that supports you and your family, including 401(k) and 401(k) matching, health, dental, vision, and life insurance, paid time off, and an employee assistance program, plus a retirement plan.

Responsibilities

• Provide first-line technical support to end users via phone, email, and a ticketing system
• Troubleshoot Windows and macOS computers, peripherals, applications, and connectivity issues
• Diagnose problems, identify solutions, and escalate issues when appropriate
• Manage and prioritize support tickets and keep customers informed throughout each case
• Install, configure, and update software and devices
• Assist with computer imaging, provisioning, and deployment
• Troubleshoot basic VPN, firewall, and network connectivity issues
• Assist with desktop and device administration
• Follow security, IT, and documentation standards
• Contribute to and maintain the internal knowledgebase
• Continue developing technical skills through exposure to new systems and customer environments

Technologies You’ll Work With

You will support and troubleshoot environments using tools and platforms such as:

• VMware vSphere
• Windows Server
• Fortinet Firewalls
• Citrix XenApp / XenDesktop and Citrix Virtual Apps and Desktops
• Microsoft 365 & Exchange Online and On-Premises Exchange
• Google Workspace
• SolarWinds N-Central / RMM and ConnectWise
• IT Glue
• Hardware and networking experience with HP, Cisco, and Juniper, plus general networking

Requirements

• Genuine interest in technology and enjoyment of solving problems
• Strong work ethic with ownership of work
• Learns quickly and adapts comfortably to new technologies
• Communicates well and enjoys working with customers and teammates
• Curious and dependable, with a willingness to ask questions and learn
• Foundation in desktop support, networking, or server administration
• Experience working in, or interest in, an IT Managed Service Provider (MSP) environment
• Candidates must be located in the South Shore Massachusetts area due to proximity to many customers

The Position

• This is a 90% remote role with occasional on-site support as needed
• You will work alongside an experienced IT team and gain exposure to a variety of environments and technologies

Aptitude and attitude matter at GDS. The role is open to candidates who are interested in learning and growing, with the expectation that skills and responsibilities expand as experience develops.