NOC / Helpdesk Technician

ProInfoNet is hiring a NOC / Helpdesk Technician to monitor network conditions, assist with first-line troubleshooting, and support client connectivity needs. This onsite role is located in Bangor, ME, with occasional travel, and includes clear client communication and detailed documentation.

Key Responsibilities

• Monitor network alerts and service availability, respond promptly to potential outages, and escalate issues according to established procedures.
• Provide first-line troubleshooting for network connectivity, remote access, and VPN-related issues.
• Handle incoming client support requests via phone, email, and the ticketing system, collecting information to assess and prioritize service impacts.
• Document alerts, troubleshooting activities, resolutions, and escalations to support effective handoffs and accurate incident records.
• Maintain clear communication with clients and internal technical teams regarding service status, progress, and next steps.
• Support remote users and field staff with connectivity and basic access issues, and assist with routine hardware and software support as required.
• Maintain equipment inventory records and assist with equipment setup, tracking, and updates.
• Contribute to continuous improvement of network support procedures and documentation while delivering prompt, professional customer service.

Required Qualifications

• 1 year of minimum experience.
• Associate degree in Information Technology, Computer Science, or a related field is preferred; equivalent experience will be considered.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPNs.
• Familiarity with network monitoring concepts, incident escalation, and helpdesk or ticketing systems.
• Working knowledge of Windows and Microsoft 365.
• 1 to 2 years of experience in network operations, technical support, or a helpdesk role focused on connectivity troubleshooting.
• Strong problem-solving skills, attention to detail, and clear communication.

Preferred Certifications and Skills

• CompTIA Network+ or a similar foundational networking certification preferred but not required.
• CompTIA A+ is helpful.

Technologies

• TCP/IP
• DNS
• DHCP
• VPNs
• Windows
• Microsoft 365
• CompTIA Network+
• CompTIA A+

Compensation and Benefits

• Pay rate: $20 to $23 per hour (based on experience and qualifications).
• Eligible for overtime and on-call pay.
• Generous paid time off and a holiday schedule.
• 85% company-paid health insurance coverage.
• 50% company-paid dental and vision insurance.
• Company-paid long-term disability insurance.
• Company-paid Life/AD&D insurance coverage.
• Company-paid identity protection coverage.
• Retirement plan with a generous company contribution, including 401(k).
• Dental insurance.
• Health insurance.
• Paid time off.
• Vision insurance.

Location and Work Schedule Details

• Work location: In person.
• Primary location: Bangor, ME 04401 (Preferred).
• Ability to commute: Bangor, ME 04401 (Required).
• Travel: occasional travel required.