• IT Service Desk Technician

    Job ID
    2019-1287
    Job Locations
    US-MA-Weymouth | US-CO-Denver
    Category
    Information Technology
  • Company Overview

    Optistar Technology Consultants (www.optistartech.com), a VERTEX Company, is a small, growing multi-national managed IT service provider (MSP)  We offer a fun, fast-paced team environment of highly skilled professionals who truly CARE about our customers and employees. We have a dynamic and positive culture with an education-focused philosophy. Bring your creative energy and love for learning along with a great attitude and desire for success, and you'll get a non-toxic, NO DRAMA workplace.  We're not just another company name on your resume, we're your opportunity for long-term career growth.

     

    Our parent company, The Vertex Companies, Inc. (www.vertexeng.com), is an employee-owned AEC firm that offers forensic, engineering, construction, and environmental solutions. We have approximately 500 employees that work out of 25+ offices throughout North America.

     

    In late 2013, VERTEX implemented an Employee Stock Ownership Program (ESOP) which all U.S. Optistar Employee-Owners enjoy the benefits of. 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.

    Responsibilities

    Optistar, a Vertex Company is looking for a dynamic, energetic Desktop / Help Desk Technician who welcomes the challenge of joining our team in Weymouth, MA or Denver, CO. 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 inter-office efficiency?  Are you looking for 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 a fast-paced environment and enjoy providing Five Star Customer Service to VERTEX personnel and other associated affiliates and clients.

    Desktop / Help Desk Technician

    Core Responsibilities

    • 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

    Qualifications

    Experience

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

    EEO Statement

    VERTEX is an equal opportunity employer committed to workforce diversity. M/F/D/V. 11

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