IT Help Desk Technician

Smithers; Wareham (MA); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading company in environmental risk sciences is seeking an IT Help Desk Technician for their Wareham, MA location. The role involves ensuring proper computer operations, providing first-level support for user requests, and requires solid communication and troubleshooting skills. Ideal candidates should have an associates degree or technical certification, along with experience in the IT field.

Qualifications

• Associates degree or technical certification preferred.
• One or more years of experience in IT field preferred.
• Certifications such as MCP or CompTIA are recommended.

Responsibilities

• Handle incoming help requests via SysAid Help Desk system, phone, or email.
• Document user information and issue details accurately.
• Perform hands-on repairs, including software installations and hardware upgrades.

Skills

Communication

Documentation

Interpersonal Skills

Troubleshooting

Education

Associates degree

Technical certification

Tools

Windows OS

Linux OS

Microsoft Office

Antivirus software

Job description

Smithers Environmental Risk Sciences division is seeking applicants for a full-time IT Help Desk Technician opportunity at our Wareham, MA location.

Job Summary

The Help Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. The technician will provide first-level support for questions related to systems, software, hardware, peripherals, and services, serving as the primary contact for user issues, researching non-routine questions, and assisting with process improvements. The role requires excellent customer service skills, organization, independence, and effective communication across all levels of users.

Job Duties

1. Handle incoming help requests via SysAid Help Desk system, phone, or email courteously.
2. Document user information and issue details accurately.
3. Build rapport and gather detailed problem descriptions from users.
4. Prioritize and schedule support issues.
5. Escalate complex problems to higher-level support as needed.
6. Use diagnostic tools and online resources to troubleshoot issues.
7. Learn and support organization-specific software and hardware.
8. Perform hands-on repairs, including software installations, hardware upgrades, and system configurations.
9. Conduct preventative maintenance on workstations and peripherals.
10. Test and verify issue resolutions, and follow up with users post-resolution.
11. Create help sheets and FAQs for end users.
12. Additional duties as assigned.

Physical and Safety Functions

• Sitting (65%), Standing (15%), Walking (25%), Bending (15%), Lifting (15%)
• Visual tasks (100%)
• Work primarily at desktop level (70%)
• Follow laboratory safety standards and wear protective equipment as required.

Job Specifications

Associates degree or technical certification preferred; one or more years of experience in the IT field preferred. Certifications such as MCP or CompTIA are recommended. Knowledge of hardware, Windows and Linux OS, Microsoft Office, antivirus software, and basic scripting is advantageous. Strong communication, documentation, and interpersonal skills are essential.

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