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Help Desk Support Engineer

Company: I.T.WORKS! Managed IT Services
Location: West Barnstable
Posted on: January 12, 2022

Job Description:

The Helpdesk Support Engineer is part of the I.T.WORKS! Support Team with primary focus on achieving total client satisfaction through successful and timely resolution of broken IT service issues. Client interactions will be effective, professional and meet or exceed expectations.
Responsibilities include:

  • Create service tickets from incoming phone calls.
  • Review and evaluate all available or assigned service tickets on the appropriate team boards using the documented processes.
  • Resolve, reclassify, or send up all available or assigned tickets using the documented processes.
  • Document all commitments, work performed and/or needed, and any communications in the appropriate electronic system using the documented processes.
  • Communicate clearly and regularly with clients. Manage client's expectations.
  • Carefully inspect each device being worked with, and confirm that documentation, agents, patching and location are all correct.
  • Resolve assigned tickets and confirm fulfillment of client's expectations.
  • Identify patterns and issues in process and delivery.
    • High School Diploma, (Bachelor's Degree preferred), with 1+ year of experience in an IT environment
    • Training/Certification in CompTIA A+ Core 2019 and Mac Integration Basics (preferred)
    • Excellent written and oral communications.
    • Type 40+ words per minute.
    • The desire to resolve issue permanently
    • The desire to work for an AWESOME company with AWESOME clients.
      • Base Salary Range based upon background and experience ($40,000-$60,000)
      • Incentive Compensation plan including benefits
        No phone calls or agencies please. Due to the volume of resumes received, we are unable to respond to all applicants. Only those selected for further consideration will be contacted.itWORKS! Inc. is an Equal Opportunity Employer.I.T.WORKS! is the premier Information Technology Managed Service Provider in Southeastern Massachusetts and one of the most successful and growing IT MSP's in New England. Founded in 1997, I.T.WORKS! is a vibrant, cutting-edge and team-oriented company focused on maximizing client IT uptime availability while minimizing total aggregate cost of ownership for middle market businesses. Provides customized solutions for every client through a unique partnership approach to service and takes full responsibility for the overall health of client infrastructure, computer network and security. To learn more about us, please visit our website at

Keywords: I.T.WORKS! Managed IT Services, New Bedford , Help Desk Support Engineer, Engineering , West Barnstable, Massachusetts

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