The Vertex Companies

Desktop / Help Desk Technician

Job ID
Job Locations
Information Technology

Company Overview

Optistar Technology Consultants (, 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! 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. (, 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.



Optistar Technology Consultants, a Vertex Company, is looking for a dynamic, energetic Desktop / Help Desk Technician who welcomes the challenge of joining our team! 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.

This position reports to the Head of Managed Services.

Desktop / Help Desk Technician

Things you’ll be doing:

  • Exemplify the Optistar CORE Values: Own IT! Always Improve! Happy to Serve!
  • Provide Five Star customer service and consistently work to exceed expectations by creating raving fans of our customers.
  • Become as efficient as possible at resolving tickets the first time they’re touched.
  • Transferring knowledge and providing

To do this, you’ll need to:

  • Triage incoming requests via phone and email
  • Determine priority, create and track tickets in Help Desk Software system
  • Perform level 2 and 3 technical support to our customers in person or over the phone
  • Provide technical assistance for all IT related hardware (phones, AV equipment, printers, PCs, copiers, webcams)
  • Ensure tickets are updated with detailed technical notes and are resolved correctly the first time
  • Assist with employee training and orientation
  • Assist with new and existing customer documentation
  • Assist with asset management
  • Setup, image and ship new machines to remote locations
  • Assist with creating and updating knowledge base articles
  • Work to reduce the number of escalations by performing cross-training and knowledge transfer
  • Assist Optistar team members with on-site support as necessary (up to 5% local travel may be required)
  • Assist with shipping, receiving, and inventory ordering as necessary
  • Meet / exceed tickets Service Desk SLA’s and PKI’s
  • Identify and help implement opportunities for improvement
  • Participate in the weekend on call rotation
  • Assist with user / office moves as necessary
  • Perform other duties as directed

The kind of person you’ll need to be:

  • A passion to provide outstanding customer service
  • Excellent communications skills (verbal and written)
  • High level of attention to detail
  • Effective time management skills
  • Ability to interface with all levels of the organization and customers of all types, from the technically literate to the not-so-savvy
  • Sound troubleshooting skills with an aptitude for problem solving
  • Can do / service-oriented attitude, with enthusiasm to learn and adapt to new challenges
  • A focus on teamwork and collaboration
  • Highly motivated and flexible
  • Excellent work ethic and highly organized

Required Qualifications


  • At least 4-6 years of experience in a Help Desk / End User / desktop support environment -or- a Bachelor’s Degree in Computer Science, or any combination of college and experience
  • 3-4 years’ experience providing customer support over the phone or in person

Knowledge & Skills

  • Must be able to perform exceptionally under high stress conditions.
  • Must be able to prioritize and handle multiple tasks with minimal oversight
  • Must be willing to occasionally work nights or weekends if necessary
  • Knowledge Of:
    • Remote access tools (Splashtop, RDP, or VNC)
    • Desktop hardware
    • Microsoft Office365
    • Networking (TCP/IP)
    • Active Directory (group policies, file/share permissions
    • Experience with machine imaging
    • Azure AD or Microsoft Exchange

What would set you apart:

  • Knowledge of advanced networking (VoIP, Meraki, VPNs)
  • Spanish or other foreign language skills
  • Experience working with Engineering software / AutoCAD
  • Experience working with web-based Help Desk software
  • Experience working with cloud storage
  • Previous experience with an IT Managed Services Provider


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