Information Technology Help Desk Technician

Usherwood Office Technology; Hartford (CT); On-site; USD 48,000 - 62,000; Full time

Benefits offered by this job

Competitive base salary

Quarterly bonus opportunity

Comprehensive health, dental, and vision insurance

401K with company match

PTO / Holidays

Job summary

A family-owned business in Hartford seeks an IT Help Desk Technician to support managed IT clients. You will provide end-user support for diverse IT challenges, respond to service tickets, and assist in onboarding new managed IT services. The role requires knowledge of Microsoft Windows, customer service skills, and the ability to troubleshoot problems effectively. This position offers competitive salary with benefits and opportunities for career development.

Qualifications

• Minimum one year experience in a technical support or help desk center is preferred.
• CompTIA A+ Certification is preferred.
• CompTIA A+ Certification preferred.

Responsibilities

• Respond to service tickets regarding Managed IT services.
• Identify, research, and resolve technical problems.
• Document, track, and monitor the client’s problems.

Skills

Knowledge of Microsoft Windows operating systems

Ability to prioritize and multitask

Positive attitude of customer service

Communication skills with customers

Problem troubleshooting and resolution skills

Education

Associates degree in Computer Science or IT

Tools

Microsoft Office Suite

Ticketing system applications

Job description

Usherwood Office Technology is a proud family-owned business with a rich legacy of delivering innovative office technology solutions, including managed IT services, print management, and cutting‑edge office equipment. For decades, we have fostered a warm collaborative environment where our employees thrive, building meaningful relationships with teammates who share a passion for excellence and client success. At Usherwood, we are dedicated to empowering our clients and each other. With real opportunities for professional growth and career advancement, you'll work alongside supportive colleagues who make every day rewarding.

About the Role

The IT Help Desk Technician is a key member of the Usherwood team for providing support for all managed IT clients. As a Microsoft Gold Partner, the position provides end user support for diverse IT challenges from computer hardware and application issues to mobile devices.

Responsibilities

• Respond to service tickets placed from our customers regarding Managed IT services (desktop, tablet, and mobile device support, offline servers, software updates, virus removal).
• Identifies, researches, and resolves technical problems of moderate complexity.
• Responds to telephone, email, and on‑line requests for technical support.
• Documents, tracks, and monitors the client’s problem using applicable systems and tools.
• Coordinate with other teams or departments to resolve service tickets.
• Assist in the delivery and onboarding of Managed IT services.
• Escalate unresolved issue to Tier II support level.

Qualifications

• Associates degree in either Computer Science or IT is preferred.
• Minimum one‑year experience in a technical support or help desk center is preferred.
• CompTIA A+ Certification is preferred.

Required Skills

• Knowledge of Microsoft Windows operating systems, mobile devices and printers/scanners, Microsoft Office Suite, and ticketing system applications.
• Ability to prioritize and multitask assigned issues in a fast‑paced work environment.
• Positive attitude of customer service and integrity.
• Must be able to communicate with customers in a professional manner.
• Demonstrate problem troubleshooting, root cause, and resolution skills.

What we offer:

• Compensation: Competitive base salary with quarterly bonus opportunity.
• Benefits: Comprehensive health, dental, and vision insurance, 401K with company match, PTO / Holidays, and much more.
• Culture: Join a team that values growth, innovation, and world class service.
• Career Development: Excellent training where you’ll be working alongside industry experts and leaders committed to your success.

Equal Opportunity Statement

At Usherwood Office Technology, we are committed to fostering a diverse and inclusive workplace where everyone feels valued, respected, and empowered to succeed. We proudly provide Equal Employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. Our family‑owned culture thrives on embracing unique perspectives and we strive to create an environment where every employee can grow, contribute, and belong. Join us in building a brighter, more inclusive future!