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Helpdesk Support Technician

Department: Information Systems
Location: Wilmington, MA

We are looking for a team player to provide Level 1 Technical/Phone support to all clients in our growing Global community.


· Ensure prompt support and escalation for a wide range of hardware, software, networks, and servers.

· Provide accurate, timely, and professional resolution on all reported issues.

· Perform accurate and detailed logging and tracking of all major incidents in a Helpdesk ticketing system.

· Setup and configuration of mobile devices to include both Android and Apple. Troubleshoot OS, cellular and Wifi connectivity, and Bluetooth devices.

· Desktop/laptop imaging, configuration, and deployment. End user profiles and data transfers.

· Troubleshooting Win7, Win10, MS Office 2010/2013.

· Perform other job duties as assigned with a high degree of flexibility and professionalism.

Skills and Abilities:

· Minimum of 3 years’ experience required in phone based technical support in a professional IT team environment, including troubleshooting and repair experience in a Global networking and systems environment.

· Bilingual – Spanish, Mandarin, or German is a plus

· Customer focused team player with multi-tasking and logical decision making skills.

· Excellent verbal, written, and professional phone skills.

· Excellent knowledge of Windows Client operating system and Microsoft Office Applications.

· Knowledge of MacOS is a plus.

· Excellent knowledge of mobile devices, Android OS and Apple IOS.

· Completion of one or more professional training courses: Microsoft Training

· Understanding of technical support practices such as incident documentation, service level agreements and escalation procedures.

· Wide range of skills and knowledge in computer hardware and/or software to include: PC hardware, basic networking, MS Office applications, virus removal.

· Excellent Work Ethic with a professional demeanor.


Work Schedule 8am–5pm M-F. Hours slightly flexible

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