Level-1 Help Desk Technician

CCS; East Taunton (MA); On-site; USD 42,000 - 52,000; Full time

Job summary

CCS in Taunton, MA is seeking a Help Desk Support Technician – Level I to join the Onsite Services Team. You will provide full-time, on-site end-user support for a southeastern Massachusetts education client, handling deskside support, device troubleshooting, and user training.

The ideal candidate has 1–2 years of experience in in-person support, strong communication, and familiarity with Windows and macOS.

Qualifications

• 1–2 years of in-person end-user support experience.
• Ability to lift up to 50 lbs.
• Reliable transportation for on-site duties.
• Strong written and verbal communication.

Responsibilities

• Provide premium, white-glove deskside support to client end users.
• Manage inbound tickets from initiation to resolution.
• Offer on-site support for devices, printers, and peripherals.
• Provide end-user training as needed.
• Support A/V systems and Webex meeting technologies.
• Maintain the ticketing system for efficiency and organization.
• Collaborate with CCS divisions as needed.

Skills

Deskside support

Customer service

Communication

Time management

Operating systems (Windows/macOS)

CompTIA A+ preferred

Tools

Ticketing system

Job description

CCS is looking to hire a Help Desk Support Technician – Level I to be an integral part of our Onsite Services Team whose function is to provide full time, on-site, end user support for a southeastern Massachusetts (Taunton, MA) based education client. CCS is looking for an individual who will contribute to the company's overall success by providing exceptional client support with high levels of satisfaction in a technically diverse environment.

Salary Range: $42,000 - $52,000.

What You'll Do

• Providing premium, white-glove deskside support to client end users.
• Providing support to other CCS divisions, including Managed Services and Project Services, as needed.
• Oversee and maintain the ticketing system to ensure efficiency and organization.
• Manage inbound tickets from initiation to resolution, ensuring timely and effective support.
• Provide in-person support for end-user devices, including computers, Chromebooks, printers, fax machines, and other peripherals.
• Provide end-user training as needed.
• Troubleshoot and resolve issues with faulty operating systems and applications.
• Provide support for A/V systems and Webex meeting technologies.
• Maintaining knowledge of current IT technologies and trends.
• Provide support for client applications, including Microsoft Office, web browsers, Google Apps, antivirus software, and other proprietary applications and systems.
• Provide support for client-provided end-user mobile phone applications, ensuring functionality and usability.
• Perform additional job-related duties as assigned, demonstrating flexibility and adaptability to support business needs.

What You Bring

• Effective communication skills, both verbal and written with emphasis on timely response.
• Ability to communicate technical information clearly and concisely to both technical and non-technical users.
• Ability to provide excellent customer service and build positive relationships with users.
• Possession of strong organizational skills.
• Possession of relevant industry certifications (e.g., CompTIA A+, CompTIA Network+, Microsoft, and Google certifications) preferred.
• In-depth knowledge of desktop hardware components and peripherals.
• Experience with various operating systems (Windows, macOS, etc.) and their administration.
• Possess experience with industry-standard applications, including Microsoft Office Suite, various web browsers, antivirus software, and other essential tools.
• Understanding basic security concepts and practices.Ability to manage difficult situations professionally.
• Ability to work both independently and collaboratively as part of a team.
• Ability to effectively manage time in a multitasking environment, ensuring efficiency and productivity.
• Strong attention to detail, ensuring accuracy and precision in all tasks.
• Required: 1-2 years of experience providing in-person support for end-user hardware, operating systems, and applications.
• Ability to lift and move equipment weighing up to 50 lbs. independently.
• Capability to transport equipment between floors and outlying buildings as needed.
• Must have reliable transportation to support on-site duties and client needs.
• Ability to provide on-site support during the client’s working hours (7:30 AM – 4:00 PM), five days a week.
• Ability and willingness to provide after-hours technical assistance to support meetings.
• Ability and willingness to represent the CCS brand as outlined in the company handbook by maintaining professional dress, hygiene, and workplace etiquette.