About the job Are you a tech-savvy problem solver with a passion for helping others? We are looking for a dynamic and enthusiastic Helpdesk Agent to join our IT support team at our vibrant and fun offices in Canton, Massachusetts. In this role, you'll provide top-notch technical assistance and support for computer systems, hardware, and software. You'll be the go-to person for resolving queries, running diagnostic programs, isolating problems, and implementing effective solutions in a lively and engaging work environment. Key Responsibilities: Be the first point of contact and deliver resolutions to user issues with a friendly and professional demeanor. Escalate unresolved queries to the next level of support promptly and efficiently. Track, route, and redirect problems to the appropriate resources. Keep customer data updated and produce clear, accurate activity reports. Guide customers through problem-solving processes with patience and clarity. Follow up with customers to ensure satisfaction and problem resolution. Use your excellent customer service skills to exceed expectations. Ensure proper recording, documentation, and closure of tickets. Prepare accurate and timely reports. Document knowledge in the form of knowledge base tech notes and articles.
Set yourself apart Qualifications: Proven experience in providing help desk support. Proficiency in English. Working knowledge of help desk software, databases, and remote-control tools. Strong client-facing and communication skills. Advanced troubleshooting and multi-tasking abilities. A strong customer service orientation. Associate degree in Information Technology, Computer Science, or equivalent. 2 or more years of customer service experience. Desired Skills: Experience in a corporate or similar environment. Basic understanding of networking principles and Microsoft operating systems. Experience working in a Windows environment. Ability to work independently and manage time effectively. Strong analytical and problem-solving skills. Experience with office management software. Ability to image machines and familiarity with Microsoft Intune. Physical Requirements: Ability to lift and move computer equipment as needed. Ability to work in an office environment, which may involve standing and walking for extended periods. Work Environment: On-site position requiring physical presence at the Decatur, Alabama location. A fun, vibrant office environment where collaboration and creativity thrive. Regular team-building activities and social events to foster a positive and engaging workplace culture.
What's on offer? We believe in our people and foster a supportive environment that develops and rewards performance and incentivizes long-term career success. Our benefits include, but are not limited to:
- Competitive Salary [ & Bonus Program ]
- Health, Vision, and Dental Insurance
- Company Paid Life Insurance
- Generous Paid Holidays
- Paid Volunteer Time
- Generous Paid Time Off and Rollover
- Company matching 401K and Retirement Savings Plans
- Employee Assistance Program
- Flexible working arrangements