• Sr. IT Service Desk / Help Desk Technician

    Job ID
    2018-1216
    Job Locations
    US-MA-Weymouth | US-CA-Irvine | US-CO-Denver | US-TX-Irving | US-MA-Boston
    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 Sr. Desktop / Help Desk Technician who welcomes the challenge of joining our team. 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 Sr. 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.

    Core Responsibilities

    • Provide outstanding customer service and consistently work to exceed customer’s expectations (create raving fans).
    • Perform Level 1/2/3 technical support (in person, on the phone, and via remotely sessions).
    • Work with the IT Service Desk Manager to reduction the number and type of escalations.
    • Assist with triaging incoming issues via email and phone.
    • Assist with some server / sys admin functions initiates and tasks.
    • Resolve complex / escalated issues from other team members.
    • 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.
    • Recommend and test new PC hardware models.
    • Help implementing a 7x24 support model.
    • Setup, image and ship new machines to remote locations. Perform testing and complete checklists to ensure consistently and high-quality.
    • Assist with security awareness initiatives and end-user patching
    • Assist with updating and creation of knowledge base articles.
    • 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.
    • Assist with updating / creating efficient (processes, policies, and procedures).
    • Cross-train and mentor junior team members.
    • 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.
    • Act as lead on various IT Service Desk initiatives, vendor installations / upgrades, etc.
    • Provide technical assistance with all IT related hardware (phones, AV equipment, printers, PCs, copiers, webcams).
    • “Lead by example”/ raise the bar.
    • Assist with server / networking troubleshooting at the Corporate office.
    • Participate in the weekend on call rotation.
    • Assist with user / office 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.
    • Outstanding execution.
    • 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.
    • 7-10 years’ experience in a Help Desk / End User / desktop support environment.
    • System Admin experience a plus.
    • Experience with Desktop Patch Management.
    • Experience creating and updating multiple PC images a plus.
    • Team Lead or supervisor experience a plus.
    • MSP experience a plus. 

    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.
    • Experience working with Engineering software / AutoCAD a plus.
    • Spanish or other foreign language skills a plus.

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    EEO Statement

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

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