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IT Helpdesk Technician

Position Description

The IT Helpdesk Technician is a position that acts as the initial point of contact, receiving and acting upon service requests from Beekley associates (employees). The IT Helpdesk Technician is expected to have excellent verbal and written communication skills; capable of communicating technically complex solutions to non-technical audiences. The candidate is expected to have advanced technical knowledge. Responsibilities include but are not limited to the following:

  • Diagnose technical issues in a timely manner and provide accurate information to internal Beekley Associates

  • Demonstrate World Class Customer Care by resolving issues in person, over the phone, by email, or with remote access tools

  • Strong interpersonal skills with a focus on building long-lasting relationships with the internal and external customer

  • Perform inventory and asset management, including receiving and building of hardware as well as ongoing management of assets (barcoding assets, issuing loaners, redeploying used assets, retiring older assets, etc.)

  • Install, configure, and test various software and hardware solutions according to corporate quality objectives

  • Manage helpdesk requests by prioritizing requests and providing timely communication on issue status and resolution

  • Willing to work off-hours and weekends when required for projects or emergency support


Knowledge and Skills Required:

The ideal candidate to understand and perform the following tasks daily:

  • Properly install, configure, deploy, and troubleshoot Windows 10 and Mac OSX devices using the latest diagnostic and imaging tools

  • Perform preventative maintenance tasks on computers, laptops, and printers

  • Properly install, configure, deploy, and troubleshoot tablet operating systems such as Android and Apple iOS

  • Apply software patches and monitor endpoint protection (AntiVirus)

  • Properly install, configure, and troubleshoot issues with peripherals such as printers, scanners, conference room A/V equipment, and webcams

  • Provide Level 1 Troubleshooting of wired/wireless networks. Understanding of routing, DNS, DHCP, TCP/IP, and switching (Must have a basic understanding)

  • Troubleshoot cloud-based software in the Microsoft 365 ecosystem (i.e., Office Pro Plus and Microsoft Teams)

  • Strong written communication with a focus on technical documentation and end-user correspondence

  • Understand Microsoft Group Policy Management (GPO), a plus

  • Experience working for a medical device manufacturer, a plus


Educational Requirements:

  • Associates degree in IT related discipline or a minimum of 2 years experience in technical support

  • CompTIA A+ or Network+ Certification

 

APPLY FOR THIS POSITION

Connecticut residents only. We do not offer relocation.