Martignetti Companies is hiring an IT Helpdesk Technician to deliver first-level technical support to employees at our Taunton, MA onsite location. The role focuses on resolving support requests, maintaining user accounts and device assets, and assisting with device and conference room technology.
Role Overview
This position provides day-to-day helpdesk coverage by responding to incoming requests through calls, walk-up support, email, and helpdesk tickets. You will manage ticket workflow in Zendesk, troubleshoot devices across common operating systems, maintain asset documentation through a mobile device management platform, and participate in an on-call rotation. Occasional night and weekend availability is required as needed.
Key Responsibilities
- Answer inbound calls, handle walk-up traffic, respond to emails, and process helpdesk ticket requests for technical support.
- Manage and triage tickets, then resolve incoming IT support requests using the Zendesk ticketing system.
- Maintain company asset records through the mobile device management platform.
- Manage user accounts in Microsoft Active Directory, Entra ID, and other software platforms.
- Create and maintain process documentation and knowledge-based articles.
- Configure and troubleshoot Windows, iOS, and Android devices.
- Provide support for conference room technology including Neat bars, Crestron, projectors, and displays.
- Complete data entry or other support tasks for the IT Department Management Team.
- Participate in an on-call rotation.
- Be available for occasional night and weekend work as needed.
Required Qualifications
- Excellent customer service skills with the ability to communicate effectively.
- Strong attention to detail and the ability to accurately document technical issues.
- Comfort with computers and technology, with a high aptitude for learning new tools.
- Proficiency using Microsoft Office applications including Outlook, Word, Excel, and PowerPoint.
- Understands fundamentals of troubleshooting and has a desire for continual learning.
- Associate’s degree required; Bachelor’s Degree preferred.
- 1 to 2 years of experience is preferred, with interest in training a recent graduate or a career changer starting in IT.
Technology Stack
- Zendesk ticketing system
- Mobile device management platform
- Microsoft Active Directory
- Entra ID
- Windows, iOS, Android
- Neat bars, Crestron, projectors, displays
- Microsoft Office: Outlook, Word, Excel, PowerPoint
Compensation & Benefits
Base Salary: $70,000 to $78,000 per year.
Martignetti Companies offers a comprehensive benefits package including medical, dental, vision, and retirement plans.
Physical Demands and Work Environment
- Ability to lift 25 to 50 lbs unassisted.
- Work may require bending, kneeling, crouching, or reaching to complete tasks.
- Requires considerable mental concentration with periods of focused mental and visual attention to execute complex tasks.
- Standard office environment.
- Occasional travel may be required.
- Minimal potential for injury in the performance of duties.
