Join Our Team as a Desktop Support Engineer and Be the First Line of Defense for Our IT Solutions!

Contract

Hours are either 6am-3pm or 8am-5pm

Remote with occasional on site visits in Springfield-Boston area

$20-22/hr

Office 365 suite, Zoom, Adobe Acrobat, FortiClient VPN, ServiceNow, Tier 1 support

The Level 1 Desktop Support Engineer is responsible for providing initial technical support to end users. This role involves diagnosing and resolving hardware and software issues, configuring computer systems, and ensuring a high level of customer satisfaction. The ideal candidate will have excellent problem-solving skills, a basic understanding of IT systems, and strong interpersonal skills.

Key Responsibilities:

• Provide first-level technical support to end users via phone, email, or in-person.
• Troubleshoot and resolve hardware, software, and network issues.
• Install, configure, and update operating systems and software applications.
• Set up and maintain desktop, laptop, and peripheral equipment.
• Assist with the onboarding and offboarding processes, including account setup and hardware provisioning.
• Document and track issues using a ticketing system.
• Escalate complex issues to higher-level support or relevant departments as necessary.
• Maintain an inventory of hardware and software assets.
• Provide basic training and guidance to end users on IT systems and applications.
• Ensure compliance with company IT policies and procedures.
• Participate in team meetings and contribute to continuous improvement initiatives.

Qualifications:

• High school diploma or equivalent; an associate degree in IT or a related field is preferred.
• CompTIA A+ certification or equivalent is desirable.
• Basic understanding of Windows and Mac operating systems.
• Familiarity with common office software applications (e.g., Microsoft Office Suite).
• Understanding of basic networking concepts (e.g., TCP/IP, DHCP, DNS).
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Customer-oriented with a positive and professional attitude.
• Ability to work independently and as part of a team.