IT HELP DESK TECH – LEVEL III

Tech Networks of Boston is a Managed Service Provider (MSP) with more than 90 clients in the greater Boston area. We are seeking an IT Help Desk Tech Level III to join our fast-growing team. Surround yourself with highly motivated experts in the tech industry and hone your skills with the guidance of our respected leadership. At Tech Networks of Boston, we fulfill mission-driven goals and use IT for good.

The person in this role will serve as a Tier III escalation technician, supporting our help desk team with complex issues, as well as a “go-to” tech, sent to client sites in the greater Boston area as necessary.

Shift and Location

This is a hybrid position. Hours are Monday through Friday from 8:30 am to 5:30 pm. This position is a hybrid role working 2 days per week in our Boston office. The successful candidate will also be available for dispatch to client sites as needed.

Compensation & Benefits

• $33.00 to $36.00 per hour (depending on experience)
• Robust benefits package
• Access to TNB-funded IT professional learning experiences, provided for all employees looking to earn current tech certifications

Qualifications and Experience

• 2+ years of experience as Tier III support professional acting as the escalation point
• Previous experience working at an MSP is a preferred
• Direct experience as a good problem solver, willing to research via Google, , Knowledge Base, and other resources to solve common and uncommon break-fix issues
• In-depth knowledge of Windows 10 and 11 End-Point Administration
• Extensive experience with Windows Server 2012 - 2019 and familiarity with server roles (including Active Directory)
• Demonstrated ability to manage network devices Knowledge of PowerShell and administration of Windows 10 and Microsoft 365 environments
• Advanced PC/desktop expertise
• Mac experience is a plus
• Experience with ConnectWise and/or Kaseya is a plus
• Aptitude for balancing technical proficiencies with customer service skills to de-escalate a situation
• Industry certifications such as Network+, MCSA, MCSE, or an Associate’s degree, and/or Bachelor’s degree are a plus

Essential Responsibilities

The person in this position has primary responsibility for triaging and providing support to clients at the client sites and off site.

• Handle service tickets for technical assistance via phone and email.
• Serve as escalation point for tickets requiring extensive analysis, troubleshooting, and escalation for resolution
• Identify, propose, and enforce escalation process improvements
• Provide warm, knowledgeable customer support and service for applications, desktops, servers, and network devices.
• Diagnose and troubleshoot problems, advising on appropriate actions, and resolving issues.
• Follow, update, and maintain TNB Help Desk procedures and contribute to the knowledge bank.
• Respond to incoming cases of client services department as backup during peak times
• Participate in on-call rotation for nights and weekends (approximately once every 6 weeks)
• Attend monthly Help Desk Team meetings and quarterly TNB staff meetings.

Company Overview

A leading MSP for more than 30 years, Tech Networks of Boston (TNB) is committed to providing quality IT services to non-profits and mission-driven organizations. TNB is proud to be an Equal Opportunity Employer. We hire the best talent regardless of gender, race, creed, color, national origin, ancestry, disability, marital status, age, sexual orientation, or veteran status. In addition, TNB promotes and supports a variety of diversity, equity, and inclusion initiatives and sustainability programs.

To learn more about Tech Networks of Boston, check out our website:

https://techboston.com/

Applying

If you are interested in joining our diverse team of professionals, please send your resume and a cover letter detailing why you wish to be considered for this position. Please submit your resume and a cover letter why you are a good fit for this position. No phone calls, please. We will provide a complete job description to all qualified applicants.