IT Help Desk Technician

BES Systemhaus; Hanover (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

BES Systemhaus in Hanover is seeking an IT Help Desk Technician to serve as the first point of contact for employees and clients needing technical assistance. You will troubleshoot hardware, software, and network problems to keep business operations running smoothly and securely.

You will document solutions, collaborate with IT staff, and support onboarding and offboarding while delivering professional, patient customer service.

Qualifications

• High school diploma or equivalent; associate or bachelor's preferred.
• 1–3 years in an IT help desk, desktop support, or technical support role.
• Strong knowledge of Windows and macOS operating systems and common productivity apps.
• Familiarity with networking concepts: TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Experience with Active Directory and Microsoft 365 or similar directory/identity systems.
• Excellent problem-solving and the ability to explain technical concepts clearly.
• Strong verbal and written communication and customer service orientation.
• Ability to work independently and manage multiple tasks in a fast-paced environment.
• Certs such as CompTIA A+, Network+ or Microsoft Fundamentals are a plus.

Responsibilities

• Serve as the first point of contact for IT incidents and service requests via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, and network issues for desktops, laptops, printers, and mobile devices.
• Install, configure, and maintain operating systems, applications, and updates per company policy.
• Provide timely support for user account management including password resets and access requests.
• Document all support activities, resolutions, and troubleshooting steps in the ticketing system.
• Escalate complex issues to senior IT staff or vendors while keeping users informed.
• Assist with onboarding and offboarding by preparing equipment and setting up accounts.
• Monitor system performance and report potential issues to the IT manager.
• Maintain organized inventory of IT equipment, licenses, and assets.
• Educate users on data security best practices and safe technology use.
• Collaborate to improve support documentation and knowledge base articles.

Skills

Windows

macOS

Troubleshooting

Customer service

Communication

Documentation

Problem-solving

Time management

Team collaboration

Learning mindset

Education

High school diploma or equivalent

Associate or bachelor's degree preferred

Tools

Active Directory

Microsoft 365

Microsoft Office

Google Workspace

TCP/IP

DNS

DHCP

VPN

Wi-Fi troubleshooting

Job description

IT Help Desk Technician - Hanover

We are seeking a dedicated and customer-focused IT Help Desk Technician to join our support team in Hanover. In this role, you will be the first point of contact for employees and clients who need technical assistance, ensuring that every issue is resolved quickly, efficiently, and with a professional touch. Whether you are troubleshooting hardware, software, or network problems, your work will directly contribute to maintaining smooth and secure business operations across the organization.

As an IT Help Desk Technician in Hanover, you will work in a dynamic environment where no two days are the same. You will collaborate with other IT professionals, document solutions, and help improve our internal processes. Your ability to communicate clearly and think on your feet will be essential as you support a diverse range of users with varying levels of technical expertise. This is an excellent opportunity for someone who is passionate about technology and eager to grow their career in IT support.

At our company, we believe in investing in our people. We provide ongoing training, a supportive team culture, and the tools you need to succeed. When you join our IT department in Hanover, you become part of a group that values initiative, continuous learning, and exceptional customer service. If you are ready to make a real impact and help keep our systems running at peak performance, we would love to hear from you.

Key Responsibilities

• Serve as the first point of contact for all IT-related incidents and service requests via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, and network issues for desktops, laptops, printers, mobile devices, and other peripherals.
• Install, configure, and maintain operating systems, applications, and software updates in accordance with company policies.
• Provide timely and accurate support for user account management, including password resets, permissions, and access requests.
• Document all support activities, resolutions, and troubleshooting steps in the IT service management system.
• Escalate complex issues to senior IT staff or third-party vendors while keeping users informed of progress.
• Assist with onboarding and offboarding processes by preparing equipment and setting up user accounts.
• Monitor system performance and report potential issues or recurring trends to the IT manager.
• Maintain an organized inventory of IT equipment, software licenses, and support assets.
• Educate users on best practices for data security, password hygiene, and safe use of company technology.
• Collaborate with team members to improve support documentation and knowledge base articles.

Qualifications & Requirements

• High school diploma or equivalent; associate or bachelor's degree in information technology, computer science, or a related field is preferred.
• 1-3 years of experience in an IT help desk, desktop support, or technical support role.
• Strong knowledge of Windows and macOS operating systems, as well as common productivity applications such as Microsoft Office or Google Workspace.
• Familiarity with networking concepts, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Experience with Active Directory, Microsoft 365, or similar directory and identity management systems.
• Excellent problem-solving skills and the ability to diagnose issues logically and efficiently.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Customer service orientation with a patient and professional approach to supporting users.
• Ability to work independently and prioritize multiple tasks in a fast-paced environment.
• Willingness to learn new technologies and adapt to changing business needs.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Fundamentals are a plus.