Title: Help Desk Technician

Location: Waltham, MA

Hybrid: 3-4 Days Onsite

Introduction: The ideal candidate will image and update PCs to bring infrastructure up to appropriate standards for our client’s configuration of their environment. This role provides a great opportunity to gain hands-on experience in troubleshooting, hardware/software maintenance, and network support in a collaborative environment. A successful candidate will have good interpersonal skills and be able to interface with management at our client to understand and design solutions to meet their needs.

Duties and Responsibilities:

Work with team to image and swap out PCs across the entire network.
Travel required to swap and replace equipment.
Assist with technical support to end-users via phone, email, or in-person.
Troubleshoot hardware and software issues for desktop computers, laptops, and mobile devices.
Install, configure, and maintain operating systems, software applications, and peripherals.
Assist with setting up and managing user accounts, permissions, and access rights in Active Directory.
Perform basic network troubleshooting (e.g., Wi-Fi connectivity, IP conflicts, printer setup).
Help maintain IT documentation, including hardware/software inventories and technical procedures.
Collaborate with senior IT staff for escalated issues and ongoing projects.
Ensure the security and privacy of networks and computer systems.
Assist with routine maintenance of servers, backups, and system updates.
Help team Perform analysis, troubleshooting, diagnosis, and resolution of client systems and network, including IP phone systems.
Work with team to implement, upgrade, migrate, and maintain all Microsoft Windows PCs.
Collaborate with onsite and remote IT support team members.

Qualifications:

Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
2+ years of experience in a help desk or IT support role in a professional environment.
Basic understanding of networking (TCP/IP, DNS, DHCP) and computer hardware.
Familiarity with Windows operating systems.
Excellent troubleshooting methodology and skills.
Ability to work independently and in a team environment.
Candidates must always retain the highest level of professionalism.
Ability to work a flexible schedule is required; may occasionally be required to work outside standard business hours with travel to other satellite locations.
Willingness to learn new technologies and develop professionally.
Microsoft Certification (MCSE or MSTP) a plus but not required.

Required Technologies:

Strong skills deploying, using, and troubleshooting Windows desktop operating systems.
Understanding of Microsoft Active Directory, Group Policy, and File and Print services.
Understanding of Office 365.
Networking Protocols including DNS, DHCP, & TCP/IP.
Familiar with Enterprise Anti-Virus technologies.
An understanding of Terminal /RDP and or Citrix Services administration and troubleshooting.
Experienced deploying workstations using PDQ, MDT.
Candidate must be familiar with automated trouble ticketing systems.
Candidate must be familiar with automated systems monitoring tools.

DraftPoint Inc.

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Help Desk Technician