IT Help Desk Technician — Quick, Friendly User Support

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

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.