Desktop Support Technician
FH CANN & ASSOCIATES

Job Order #: 22032902

North Andover, MA 01845

Full Time

40 hours per week

POSTED 1/20/2025

CLOSE DATE 2/28/2025

Job Description

The Desktop Support position provides technical assistance for onsite employees as well as a remote workforce in supporting a Windows 10 environment. Responsibilities include, but are not limited to hardware\software installation, image creation and deployment, troubleshooting of desktop and laptop computers, account creations and maintenance as well as some networking. The candidate must be reliable and friendly and be able to work collaboratively in a team environment. Candidate must also have 3+ years of experience working in a technical support role.
Essential functions-
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Provide technical support and troubleshooting for desktop hardware and software issues both in person and over the phone.
Install, configure, and maintain desktop operating systems and applications for employees.
Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Set up and configure user accounts and permissions.
Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
Image new computer hardware in preparation for deployment to end-user, install and update computer software.
Support key (Artiva) application which is our CRM.
Collaborate and escalate within the IT team to determine and resolve problems in a timely manner.
Manage helpdesk ticketing system, provide regular updates to users. Manage requests to meet business SLAs

Competencies

Computers and Electronics  Knowledge of Windows 10, MS Office 0365, Active Directory and Manage Engine (or equivalent Help desk application)
Complex Problem Solving  Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Critical Thinking  Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Time Management  Managing one's own time and the time of others.
Systems Analysis  Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
Strong customer service skills with the ability to communicate technical information to non-technical users.

Required Education and Experience

3-5 + years working within a Desktop Support environment.
Solid understanding of Networking LAN/WAN.
Experience supporting VOIP environments in terms of troubleshooting network backbone components through to softphones desired.
Experience with help desk software and remote support tools.
Proficiency in troubleshooting desktop hardware and software issues.
Understanding of firewall concepts and network security principles.
Hardware  Desktops, Laptops, Multifunctional Network Printers, VOIP phones.
Software  Microsoft Windows 10, Microsoft Office Products 2013-365, Microsoft Active Directory.

Physical/mental demands

Physical Demands - While performing the duties of this role, an employee is frequently required to sit, talk, or hear, in person and by telephone; use hands to operate standard office equipment; reach with hands and arms. The employee is occasionally required to stand and walk and to lift and carry reports and records weighing up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Mental Demands - While performing the duties of this role, employees are regularly required to use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines; and interact with vendors and staff in the course of work.

How To Apply

list MA hire as source on job application.

Address

1600 Osgood St
North Andover, MA 01845

Get Directions

Shift

First

8:00 AM - 4:30 PM

Per Diem Position

No

Union Position

No

Apprenticeship

No

Pay

Not Specified

Benefits

  • Major Medical
  • Vision Insurance
  • Dental Insurance
  • Life Insurance
  • 401K
  • Vacation Leave
  • Sick Leave

Benefit Details

Name

Alisa Nowak

Title

Talent Acquisition Specialist

Email

anowak@fhcann.com

Phone

978-215-3616

Address

1600 Osgood St Suite 3058
North Andover, MA 01845

Website

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