Help Desk Support Specialist-Tier 1

LinTech Global, Inc.; Boston (MA); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated Help Desk Support Specialist to join their team in Boston. This full-time, on-site role involves providing essential first-tier support to users, troubleshooting technical issues, and ensuring customer satisfaction. The ideal candidate will possess strong communication skills and a proactive attitude, thriving in a fast-paced environment. With a robust benefits package and opportunities for professional growth, this position offers a chance to contribute to vital government projects while enhancing your technical expertise. If you are passionate about technology and customer service, this is the perfect opportunity for you.

Benefits

Open Paid Time Off

Paid Holidays

Company-paid Life/AD&D

Health Insurance with Company Contribution

401k Plan with Company Match

Employee Recognition Program

Employee Referral Bonus

Annual Performance Bonus

Qualifications

• Entry-level position requiring 1-2 years of Help Desk experience.
• Ability to obtain Public Trust Clearance is necessary.

Responsibilities

• Provide 1st tier support over phone and remote connection.
• Diagnose and resolve hardware and software issues.
• Adhere to Help Desk metrics ensuring SLAs are met.

Skills

Office 365

ServiceNow

Microsoft Windows 11

TCP/IP Knowledge

Customer Service Skills

Network Troubleshooting

Oral and Written Communication

Ticket Priority Management

Note Maintenance

Dependability and Teamwork

Education

1-2 years in Help Desk environment

Industry certifications

Job description

Help Desk Support Specialist-Tier 1

LOCATION: Boston, Massachusetts

• LinTech Global Inc. is recruiting an entry-level Help Desk Support Specialist to support our contract at the EPA in Boston, MA. This role is a full-time on-site position and requires physical presence in the downtown Boston office Monday through Friday.

RESPONSIBILITIES:

• Responsible for providing 1st tier support over the phone, by remote connection, or with walk-in clients, supporting our user community on government issued computer hardware, applications, and platforms


• Be the point of contact for incoming requests for support via phone or electronically


• Diagnose and resolve technical, hardware, and software issues


• Research questions using available resources (Knowledge Base articles, provided SOPs, Google searches when needed)


• Advise users on appropriate action and walk them through resolution


• Provide in-person solutions to technical, hardware, and software issues


• Reimage laptops, identify, redirect problems, and escalate urgent situations to the appropriate resources when necessary


• Adhere to Help Desk metrics ensuring that SLAs are met in a timely manner


• Follow Help Desk standard operating procedures


• Install various software packages and printer setups on Dell laptops


• Provide remote support using Bomgar or Teams


• Satisfy customer requests for non-problem issues (add hardware, software, printers, technical consultation, etc.)

SKILLS:

• Proficient in Office 365


• Experience with ServiceNow is a plus


• Working knowledge of the fundamental operations of relevant software, hardware, and other equipment


• Knowledge of Microsoft Windows 11


• Knowledge of TCP/IP Knowledge


• Excellent customer service skills


• Knowledge of basic network troubleshooting


• Excellent oral and written communications


• Focus on ticket priority and meeting SLAs


• Ability to maintain good, clear notes on incidents in a timely manner


• Most importantly, must be dependable, have a positive attitude, be a "team player," and be able to manage multiple projects/issues simultaneously, be pro-active, and work well under pressure

OTHER REQUIREMENTS:

• 1-2 years in a Help Desk environment with hands-on technical experience


• Ability to obtain a Public Trust Clearance


• Industry certifications preferred but not required

Company Description:
LinTech Global is an award-winning, ISO 9001:2008 certified business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. The LinTech Global team is comprised of individuals who are dedicated to the success and sustainability of our customers and their missions. Our combination of technical expertise, big business experience, and small business agility allows us to promptly provide our customers with exceptional IT and engineering solutions.
Benefits:
Our robust benefits package includes Open Paid Time Off, Paid Holidays, Company-paid Life/AD&D, Company-paid Short Term and Long-Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!
EEO Statement:
LinTech Global, Inc. is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided based on qualifications, merit, and business need. All applicants will be considered for employment without attention to race, religion, color, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation and related medical conditions), marital status, genetic information (including characteristics and testing), gender, sexual orientation, gender identity or expression, military and veteran status, or any other status protected under federal, state, or local law in the locations where we operate. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources. The Company invites any applicant and/or employee to review the Company's written Affirmative Action Plan. This plan is available for inspection upon request.
http://lintechglobal.com/wp-content/uploads/2017/09/poster_screen_reader_optimized.pdf

#DICE

This role requires customer approval, suitability to hold a public trust and successful completion of a preemployment background screening.