• IT Service Desk /Help Desk Technician

    Job ID
    2018-1174
    Job Locations
    US-MA-Weymouth
    Category
    Information Technology
  • Company Overview

    The Vertex Companies, Inc. (VERTEX) is regarded as one of the premier engineering, construction, environmental and IT companies serving many top insurance companies, real estate owners, contractors, banks, real estate investors and attorneys across the country. VERTEX has 25 offices worldwide and a dedicated staff of over 450 engineers, architects, environmental, and construction professionals. VERTEX offers comprehensive solutions for construction and environmental exposures. With 55,000 projects completed since inception, our experience speaks for itself.

     

    In late 2013, VERTEX implemented an Employee Stock Ownership Program (ESOP). VERTEX’s employee-owners help our clients identify and mitigate risks to a project’s physical, environmental and economic well-being; it drives every decision we make. We offer highly personalized and customized service to address highly specialized challenges. By applying technical and scientific skills to our clients’ real business challenges, VERTEX creates integrated solutions that minimize risks while achieving the required results.

     

    For more information about VERTEX visit us here http://vertexeng.com/.

    Responsibilities

    The Vertex Companies, Inc. is looking for a dynamic, energetic Desktop / Help Desk Technician who welcomes the challenge of joining our team in Weymouth, MA. VERTEX is a rapidly growing, multi-national consulting firm that is experiencing exponential growth, and we’re looking to augment our team of talented individuals! Do you enjoy using a wide variety of technological resources to meet and exceed client goals and expectations as well as improve process efficiency?  Are you looking to be technically challenged and work in a fast-paced atmosphere, dedicated to exceeding client expectations of excellence?  Are you looking for a company that believes in promoting from within, and the only limitation is defined by you? If so, this is the right opportunity for you! 

    The Desktop / Help Desk Technician we are looking for will enjoy the challenge of working on multiple projects with minimal supervision, providing support to VERTEX personnel and other associated affiliates, from junior staff to Senior Managers.

    Desktop / Help Desk Technician

    Core Responsibilities

    • Assist with triaging incoming issues via email and phone.
    • Provide outstanding customer service and consistently work to exceed customer’s expectations.
    • Perform Level1/2 technical support (in person, on the phone, and via remotely sessions).
    • Manage incident / service requests; ensuring issues are addressed and resolved in a timely manner.
    • Ensure tickets are updated with detailed technical notes and are resolved correctly.
    • Perform inventory management for all hardware.
    • Assist with the creation of an IT lab and a loaner pool.
    • Setup, image and ship new machines to remote locations. Perform testing and complete checklists to ensure consistently and high-quality.
    • Assist with updating and creation of knowledge base articles.
    • Perform basic PC, Printer, and phone repairs.
    • Prioritize and assign tickets in the Help Desk tool (AutoTask).
    • Assist with new hire training, orientation, and documentation.
    • Assist with onboarding and offboarding users.
    • Meet / exceed tickets SLA’s and PKI’s.
    • Challenge the status quo. Identify and execute on improvement opportunities.
    • Assist with a desktop refresh project to upgrade machines (4+ years old).
    • Provide monthly operational data for reporting / trending purposes.
    • Provide technical assistance with all IT related hardware (phones, AV equipment, webcams).
    • Participate in the weekend on call rotation.
    • Assist with user moves as necessary.
    • Perform other duties as directed.

    Position Requirements

    • A+ certification preferred.
    • Knowledge and experience using of remote access tools.
    • Excellent communications skills (verbal and written).
    • Previous experience providing customer support over the phone.
    • Effective time management skills.
    • Passion to provide outstanding customer service.
    • Sound troubleshooting skills with an aptitude for problem solving.
    • Can do / service-oriented attitude.
    • Energetic about taking on new tasks and learning.
    • Able to prioritize and handle multiple tasks with minimal oversight.
    • Focus on teamwork and collaboration.
    • Ability to work independently towards goals.
    • Highly motivated and flexible.
    • Excellent work ethic and highly organized.
    • Ability to interface with all levels of the organization.

    Qualifications

    Experience

    • College degree preferred, or an equivalent of education plus 3-5 years’ experience in a Help Desk / End User / desktop support environment.

    Knowledge & Skills

    • Must be able to perform multiple tasks and handle multiple priorities, and perform exceptionally under high stress conditions.
    • Knowledge of Active Directory, Windows7, 10, Office 365.
    • Knowledge of computer operations and standard software packages (word processing, spreadsheets, Adobe) required.
    • Experience working with web based Help Desk software a plus.
    • Spanish or other foreign language skills a plus.

    EEO Statement

    The Vertex Companies, Inc. is an equal opportunity employer committed to workforce diversity. M/F/D/V. 11

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