Help Desk Specialist

CMIT Solutions National Corp.; Cranston (RI); On-site; USD 33,062 - 37,195; Full time

Job summary

Dormont Manufacturing Co in Cranston, RI, seeks a Help Desk Technician – Level 1 to provide technical support and troubleshooting for end users. The role involves resolving basic IT issues and escalating more complex problems as needed.

The ideal candidate possesses a customer-first mindset, strong communication skills, and is familiar with Microsoft 365 and other essential IT systems. Salary range is $24 - $27 per hour.

Qualifications

• Minimum of 2 years of experience in IT support or a related technical role.
• Strong communication skills and a customer-first mindset.

Responsibilities

• Provide technical support for basic hardware, software, and networking issues.
• Troubleshoot and resolve issues related to Microsoft 365, Windows, macOS, and common business applications.
• Monitor and manage ticket queues to ensure timely resolution and client communication.

Skills

Understanding of Microsoft 365 Suite

Knowledge with Identity Management

Familiarity with Mobile Device Management

Ability to work independently

Experience with PSA and RMM platforms

Education

Associate’s degree in IT or related field

Tools

Microsoft Entra ID

Okta

JumpCloud

Intune

JAMF

Job description

The Help Desk Technician – Level 1 provides technical support and troubleshooting for end users. This position works directly with users to provide remote support, resolving basic IT issues, and escalating more complex problems to higher-level support. The ideal candidate has a customer-first mindset, strong communication skills, and a foundational understanding of common IT systems.

Key Responsibilities:

• Provide technical support for basic hardware, software, and networking issues.
• Troubleshoot and resolve issues related to Microsoft 365, Windows, macOS, and common business applications.
• Support client onboarding/offboarding of end user accounts.
• Document all client interactions and work performed in the PSA/ticketing system.
• Monitor and manage ticket queues to ensure timely resolution and client communication.
• Document issues, resolutions, and processes in the knowledge base.

Qualifications:

• Education: Associate’s degree in Information Technology, Computer Science, or a related field or equivalent work experience.
• Experience: Minimum of 2 years of experience in IT support or a related technical role.
• Skills:
  • Understanding of Microsoft 365 Suite.
  • Knowledge with Identity Management (Microsoft Entra ID, Okta, JumpCloud).
  • Familiarity with Mobile Device Management (Intune, JAMF).
  • Ability to work independently and in a team-oriented environment.
  • Experience with PSA and RMM platforms.

Preferred Qualifications:

• IT certifications such as CompTIA Network+ and A+, Microsoft and Azure Fundamentals.
• Experience with remote support tools and systems.

Key Performance Indicators:

• First Call Resolution (FCR) Rate: Percentage of issues resolved during the first interaction without escalation.
• Tickets Closed per Day: Number of tickets successfully managed and closed daily.
• Escalation Rate: Percentage of tickets escalated to higher levels of support.
• Weekly Utilization Rates: Measure hours worked against all billable and nonbillable tickets.

Equal Opportunity Employer Statement: Our company provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Salary:

$24 - $27 per hour