Helpdesk Technician

Career Type: 
Full Time
TBD based on Experience

HelpDesk Technician

Based out of our Newton office, our HelpDesk provides exceptional customer service to a wide range of clients located in and around the Greater Boston area. Service requests come in by phone or email and are handled remotely or in person as needed. We value personality and attitude first and foremost because while solid technical skills can be taught, often the right attitude cannot. We have developed a great team that has resulted in happy clients.

Our HelpDesk Technicians are an integral part of our team at ArcLight. While simple password reset ticket requests do happen, our HelpDesk does more than just front-line technical support.  Our engineers are exposed to complex engineering work from workstations, servers, cloud environments, networking configurations, email, and much more. We support our team as they pursue certifications and discover which IT disciplines they would like to master. If you want an environment that will turn you into a monster IT professional, ArcLight IT is the place for you.

Required Attributes

  • Solid customer service skills, both over the phone and in person
  • Positive attitude and approach to technical issues and challenges, as well as client interactions
  • The desire to learn new skills, and pursue a career path.
  • Proficiency with Windows desktop operating systems, including XP, Vista, 7, 8 and 10
  • Windows user profile and Outlook profile management skills
  • Understanding of workstation hardware, ability to swap out internal components such as system memory, hard drives, video cards, etc.
  • Business application support, including MS Office, Adobe Acrobat, QuickBooks, etc.
  • Printer setup, installation and management
  • Proficiency in handling virus and malware removal
  • Experience with networking concepts and equipment such as routers, switches, and wireless access points
  • Familiarity with cloud services such as Outlook Online, Google Apps for Work, and Dropbox-style file sync and sharing systems, etc.
  • Experience troubleshooting corporate resource access issues on mobile devices (Android and iOS phones and tablets)
  • Excellent attention to detail and strong documentation skills

Additional Preferred Skills

  • Proficiency with Windows server operating systems: Server 2003, 2008, 2008R2, 2012, 2012R2
  • Ability to successfully troubleshoot complex server and workstation performance issues
  • Understanding of server and networking hardware and connectivity.
  • Experience with server applications including: Active Directory, Exchange, RDS and published apps, file and print services, SQL, SharePoint.
  • Experience with both local and off-site backup methods and technologies
  • Network/infrastructure drawings

Other Requirements

  • Reliable car for transportation (we reimburse for mileage)
  • Ability to climb a ladder to install/troubleshoot WiFi APs in drop ceilings
  • Ability to lift 50-75 lbs; we often have to deliver servers and other hardware.

Culture & Compensation

We believe the best work for our clients comes from happy engineers, so we've worked to create a tech-for-tech environment. We work in a fast-paced industry, which we complement with a laid back work environment with many perks. One of the keys to our success has been our culture of exceptional customer service, so we're looking for someone who can deliver the right attitude as well as the right technical solutions. Salary and benefits are dependent on experience.

Some job benefits include:

  • Friendly office environment, emphasis on not burning out in IT - We enforce our lunch breaks!
  • Complimentary Beverages and Snacks
  • Flexible scheduling with ability to work from home when needed