Highlights
The ideal candidate can diagnose and resolve hardware, software, network, and access-related issues while providing excellent customer service and escalating complex problems when necessary. This role requires strong troubleshooting skills, hands-on experience with Active Directory, and extensive experience resolving technical issues remotely through VPN connections.
Numbers & Facts
| Location | Danvers, MA |
| Job Type | Full-time |
| Salary | $60,000–$80,000 Per Year |
Description
We are seeking a customer-focused HelpDeskSupportSpecialist to provide Tier 1–3 technical support for end users in a Windows-based environment. This role requires strong troubleshooting skills, hands-on experience with Active Directory, and extensive experience resolving technical issues remotely through VPN connections. The ideal candidate can diagnose and resolve hardware, software, network, and access-related issues while providing excellent customer service and escalating complex problems when necessary.
Job Responsibilities
Key Responsibilities
- Provide Tier 1–3 technical support for Windows desktops, laptops, applications, and end-user devices.
- Troubleshoot and resolve VPN connectivity issues, including remote access failures, authentication problems, connection drops, and access to internal network resources.
- Administer and troubleshoot Active Directory accounts, including password resets, account lockouts, group membership, permissions, and user access.
- Diagnose and resolve Windows operating system, software, hardware, and network connectivity issues.
- Support remote users by connecting to their systems using remote desktop and remote support tools.
- Troubleshoot Microsoft 365, Outlook, email, printers, and common business applications.
- Investigate DNS, DHCP, IP configuration, network access, and connectivity issues.
- Manage service tickets, document troubleshooting steps, and maintain accurate incidentrecords.
- Escalate complex infrastructure, networking, and security issues to the appropriate IT teams.
- Follow established IT security policies, procedures, and service-level agreements.
Qualifications
Required Qualifications
- Experience providing Tier 1, Tier 2, and/or Tier 3 help desk or desktop support.
- Strong knowledge of Windows 10/11 and Windows troubleshooting.
- Hands-on experience with Active Directory and user account administration.
- Proven experience troubleshooting VPN connectivity and supporting remote employees.
- Familiarity with TCP/IP, DNS, DHCP, remote access, and network troubleshooting.
- Experience with ticketing systems and remote support tools.
- Strong analytical, communication, documentation, and customer service skills.
Preferred Qualifications
- Experience with Microsoft 365, Outlook, and Windows Server environments.
- Familiarity with Group Policy, Microsoft Entra ID, and multi-factor authentication (MFA).
- Experience supporting enterprise VPN solutions such as Cisco AnyConnect/Secure Client, GlobalProtect, or FortiClient.
Work Environment
This role supports a distributed workforce, with a significant portion of daily responsibilities dedicated to remotely troubleshooting VPN connectivity, Windows access, and Active Directory-related issues.