Help Desk Specialist – 1st, 2nd & 3rd including weekends

CMIT Solutions National Corp.; Cranston (RI); On-site; USD 55,000 - 70,000; Full time

Job summary

CMIT Solutions National Corp. is seeking an IT Help Desk Technician to provide intermediate hardware, software, and networking support, and to document troubleshooting steps and solutions in the knowledge base.

The role includes onboarding new Help Desk technicians and coaching teammates, using Autotask, ConnectWise, and IT Glue for ticketing and knowledge management. The position requires an Associate’s degree or equivalent, a minimum of 3 years in IT support, strong Windows/Microsoft

Qualifications

• Associate’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• Minimum of 3 years of experience in IT support or a related technical role.
• Proficient in Microsoft 365, Windows OS, and Active Directory.
• Experience with LAN setup, VPN access, and firewall troubleshooting.
• Familiarity with RMM/PSA tools and help desk software such as Autotask or ConnectWise.
• Excellent written and verbal communication and customer service skills.
• Ability to work independently and in a team-oriented environment.
• Experience documenting issues and resolutions in a knowledge base.

Responsibilities

• Provide technical support for intermediate hardware, software, and networking issues.
• Provide prompt and professional technical support to end-users via phone, email, or remote tools.
• Troubleshoot Windows, Microsoft 365, Active Directory, and line-of-business applications.
• Document troubleshooting steps, solutions, and known issues in the knowledge base.
• Provide support and coaching to junior help desk technicians.
• Assist with onboarding new Help Desk technicians.
• Document issues, resolutions, and processes in the knowledge base.
• Document incidents and resolutions using IT service management tools such as Autotask, ConnectWise and IT Glue.
• Collaborate with team members to upscale complex issues and ensure timely resolution for all help desk requests.

Skills

Microsoft 365

Windows OS

Active Directory

LAN VPN Firewall

Communication skills

Customer service

Autotask/ConnectWise

IT Glue

Remote support tools

Education

Associate’s degree in IT or related field

Tools

Autotask

ConnectWise

IT Glue

Job description

Shifts available are 1st, 2nd and 3rd shifts and must be able to work weekends.

Must be local to the RI area.

This NOT a remote position nor an entry level position.

Key Responsibilities

• Provide technical support for intermediate-level hardware, software, and networking issues.
• Provide prompt and professional technical support to end-users via phone, email, or remote assistance tools.
• Troubleshoot intermediate issues related to Windows, Microsoft 365, Active Directory, and common line-of-business applications.
• Document troubleshooting steps, solutions, and known issues in the knowledge base.
• Provide support and coaching to junior help desk technicians.
• Assist with onboarding new Help Desk technicians.
• Document issues, resolutions, and processes in the knowledge base.
• Document incidents and resolutions accurately using IT service management tools such as Autotask, ConnectWise and IT Glue.
• Collaborate with team members to upscale complex issues and ensure timely resolution for all help desk requests.

Qualifications:

• Education: Associate’s degree in Information Technology, Computer Science, or a related field or equivalent work experience.
• Experience: Minimum of 3 years of experience in IT support or a related technical role.
• Proven experience in technical support or desktop support roles with a strong understanding of computer hardware and operating systems.
• Proficiency in managing computers and networks, including LAN setup, VPN access, and firewall troubleshooting.
• Skills:
• Proficient in supporting Microsoft 365, Windows OS, and Active Directory.
• Familiarity with RMM and PSA tools.
• Strong problem-solving skills and the ability to handle pressure in a fast-paced environment.
• Ability to work independently and in a team-oriented environment.
• Excellent communication skills—both written and verbal—with a strong customer service orientation.
• Experience with help desk ticketing systems such as Autotask or ConnectWise is preferred.
• Excellent communication skills to clearly convey technical information to non-technical users.
• Ability to prioritize tasks effectively in a fast-paced environment while maintaining a positive attitude. Embark on a rewarding career where your technical expertise fuels our success! We are committed to fostering an inclusive environment that supports your growth and development in the ever-evolving world of IT support.

Preferred Qualifications:

• IT certifications (e.g., CompTIA Network and A , Microsoft, Jamf, and Google Certifications).
• Experience with remote support tools and systems.

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.