• IT Service Desk Technician

    Job ID
    Job Locations
    US-MA-Weymouth | US-CO-Denver
    Information Technology
  • Company Overview

    Since 1996, Optistar Technology Consultants (a VERTEX company) has been providing IT consulting and services to the SMB community.


    Our mission:  To help small and medium enterprises succeed and grow by providing comprehensive cyber security protection, cutting edge IT solutions and an overall 5-star service and support experience.


    Today, we span the globe, meeting the Security and IT needs of our customers. Optistar offers comprehensive solutions for Managed IT Services, Cloud Solutions, Backup and Disaster Recovery, Cyber Security Solutions, Digital Forensics and Software Engineering services. Our diversity within the realm of IT is unmatched.


    In 2016, OptiStar Technologies was acquired by VERTEX. 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 over 25 offices worldwide and a dedicated staff of over 450 engineers, architects, environmental, construction, and Information Technology professionals.


    In late 2013, VERTEX implemented an Employee Stock Ownership Program (ESOP) of which Optistar and it’s employees are part of.


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


    Optistar, a Vertex Company is looking for a dynamic, energetic 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.


    The IT Service Desk Technician we are looking for will enjoy a fast-paced environment and enjoy providing Five Star Customer Service to VERTEX personnel and other associated affiliates and clients.



    • Adhere to the Optistar CORE Values (Team, Hyper Responsive, Courteous and Professional, Humble, Honesty and Integrity, and Responsibility).
    • Provide “Five Star” customer service and consistently work to exceed customer’s expectations by (creating raving fans).
    • Perform Level 1/2 outstanding technical support (in person, on the phone, and via remotely sessions).
    • Triage incoming requests via phone and email.
    • Determine priority, create and track tickets in Help Desk Software system.
    • Assist with new hire training, orientation, and documentation.
    • Resolve as many tickets as possible on “First Touch."
    • Ensure tickets are updated with detailed technical notes and are resolved correctly the first time.
    • Assist with asset management.
    • 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.
    • Assist with onboarding and offboarding users focusing on quality and accuracy.
    • Work to reduce the number of escalations by performing cross-training and knowledge transfer.
    • Assist Optistar team members with on-site support as necessary.
    • Assist with shipping, receiving, and inventory ordering as necessary.
    • Meet / exceed tickets Service Desk SLA’s and PKI’s.
    • Assist with updating / creating efficient (processes, policies, and procedures).
    • Provide technical assistance for all IT related hardware (phones, AV equipment, printers, PCs, copiers, webcams).
    • Identify opportunities for improvement and help implement.
    • 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.
    • Experience imaging machines
    • Desktop hardware knowledge



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

    Knowledge & Skills

    • Must be able to perform multiple tasks, 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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