Helpdesk Engineer - (Managed Services Dept.)

Location:  Boston, MA

Position Summary:

This role remotely supports our clients by serving as the first point of contact for all technical support issues that arise through our Live Help Desk Operations Center. 

Essential Functions: 

  • Serves as a first point of contact for all technical support issues
  • Provides technical support to resolve network issues, configuring operating systems, as well as remote desktop connections to provide immediate support to customer end users
  • Diagnoses and troubleshoots software and hardware problems and helps customers install applications and programs
  • Provides mid-level knowledge of IT/IS technology in a productive environment
  • Monitors ticketing system and ensures tickets are addressed in timely fashion
  • Performs preventative maintenance for clients including server updates, checking backups, anti-virus and application maintenance
  • Provides remote support to clients over the phone using remote assist tools
  • Assists in maintenance of servers, as well as all applications in use by clients
  • Delivers high level of customer service responding to clients quickly and comprehensively
  • May triage between client and vendors to assist in resolving client issues with hardware, software, communications (networks/ISP’s), phone systems, PDA’s, and desktop applications
  • Documents all hours daily, separating billable hours from non-billable hours, detailing work to include with timesheets
  • Balances high volume of requests/issues with a sense of urgency, tact and diplomacy while meeting deadlines/expectations
  • Assumes flexibility with rotating schedules providing on-call support, as assigned
  • Applies technical knowledge and systems/software expertise to identify root cause of customers issues responding and articulating solutions
  • Collaborates with teammates to further develop self-knowledge of technology while supporting same teammates to meet or exceed customer solutions
  • Tracks requests and solutions, delivering metrics, establishing trends and outliers delivering standard reports for management review periodically
  • Addresses client needs and concerns appropriately and promptly, escalating tickets appropriately to the correct Senior IT Consultant
  • Participates in external and internal meetings to provide technical expertise, as needed
  • All other duties, as assigned


  • Maintains a high level of professionalism and a courteous demeanor
  • Strong knowledge and proficiency with Microsoft Office products (Word, Excel, PowerPoint), networks and systems such as HP and Dell
  • Experience with LAN, WAN, and WLAN technologies
  • Knowledge in implementation and troubleshooting network devices
  • Configures and troubleshoots VPNs for end user access
  • Technical Knowledge of, storage, virtualization, and compute across multiple vendors
  • Experience working with diverse environments
  • Demonstrated positive and professional interpersonal skills and strong written and verbal communications skills
  • Exceptional client relations and interpersonal skills to engage and service clients effectively based on the organization’s values and will be measured using applicable performance tools
  • Strong organizational, multi-tasking, detail-oriented and time management skills
  • Consistently maintains a high attention to detail
  • Works independently and collaboratively to resolve problems and manage demands on time and deliverables
  • Strong documentation skills
  • Adaptability to changing priorities, as needed
  • Positive teamwork skills
  • Maintains a high level of confidentiality


  • 2-3 years’ experience working in network administration or Help Desk role
  • Working knowledge using Office 365, a plus
  • Industry technical certifications, a plus


  • High School Degree or some college courses/certificates in related field (business, computer science, information technology)


  • Self-motivated and self-directed
  • Active listening, engaging customer to identify root causes and deliver solutions
  • Dedication to Total Quality Management
  • Technical learning
  • Problem-solving
  • Customer focus