Senior Help Desk Technician – On‑Site, Rotating Shifts

CMIT Solutions National Corp.

Cranston (RI)

On-site

USD 55,000 - 70,000

Full time

14 days+

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Job summary

CMIT Solutions National Corp. is seeking an IT Help Desk Technician to provide intermediate hardware, software, and networking support, and to document troubleshooting steps and solutions in the knowledge base.

The role includes onboarding new Help Desk technicians and coaching teammates, using Autotask, ConnectWise, and IT Glue for ticketing and knowledge management. The position requires an Associate’s degree or equivalent, a minimum of 3 years in IT support, strong Windows/Microsoft

Qualifications

Associate’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.
Minimum of 3 years of experience in IT support or a related technical role.
Proficient in Microsoft 365, Windows OS, and Active Directory.
Experience with LAN setup, VPN access, and firewall troubleshooting.
Familiarity with RMM/PSA tools and help desk software such as Autotask or ConnectWise.
Excellent written and verbal communication and customer service skills.
Ability to work independently and in a team-oriented environment.
Experience documenting issues and resolutions in a knowledge base.

Responsibilities

Provide technical support for intermediate hardware, software, and networking issues.
Provide prompt and professional technical support to end-users via phone, email, or remote tools.
Troubleshoot Windows, Microsoft 365, Active Directory, and line-of-business applications.
Document troubleshooting steps, solutions, and known issues in the knowledge base.
Provide support and coaching to junior help desk technicians.
Assist with onboarding new Help Desk technicians.
Document issues, resolutions, and processes in the knowledge base.
Document incidents and resolutions using IT service management tools such as Autotask, ConnectWise and IT Glue.
Collaborate with team members to upscale complex issues and ensure timely resolution for all help desk requests.