IT Help Desk 1/2

Onsite IT Help Desk Level 1/2 support in Westfield, MA provides hardware, software, connectivity, and application problem resolution to client computers and users, guiding them through step-by-step solutions.

Responsibilities

• Diagnose and resolve hardware, software, connectivity, and application issues for client machines, guiding users through step-by-step solutions.
• Communicate technical solutions in a clear, user-friendly, and professional manner.
• Escalate complex problems to next-level support; perform hardware and software maintenance and reporting as required; and carry out related duties.
• Identify, diagnose, and resolve basic end-user problems on workstations, laptops, and applications, including third-party software.
• Provide end-user support over the phone for client software and connectivity.
• Set up and assist in configuring end-user PC desktop hardware, software, and peripherals.
• Troubleshoot and resolve end-user network, PC hardware, email, Internet, VPN, and LAN access issues.
• Coordinate timely repair of PC equipment under third-party vendor maintenance agreements.
• Assist in creating knowledge-base documentation for internal support.

Requirements

• Associates or Bachelor's degree in IT or related field.
• Knowledge of desktop operating systems, common software applications, and basic hardware for workstations and laptops; understanding of network systems and management; Internet technologies and products; and familiarity with change control procedures.

Technologies

• VPN