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Help Desk Support at Experis

Help Desk Support

Experis Canton, MA (Onsite) Contract to Hire
$8,400 - $9,600/Year
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The Help Desk Senior Support Specialist is responsible for providing tier 1 technical support for software, hardware and network related issues. You will be the first point of contact for customers seeking technical assistance through phone calls, in person or email. . This is an onsite customer service-oriented IT role. We are looking for someone able to interpret and explain a variety of technical support problems and concepts to non-technical users. This role requires you to be a self-starter with a general desire to help others.

The Help Desk Senior Support Specialist is expected to:

  • Support customers/employees with technical issues in person, via phone or email
  • Respond to our customers/employees in a timely manner
  • Train and assist customers on our proprietary and third-party software
  • Install, make changes and repair computer hardware, software, printers, AV equipment and other peripherals
  • Resolve network related issues
  • Fully Document all relevant information including the impact to the customer, problem symptoms and status information in a timely fashion, and assign appropriate ticket priority
  • Communicate internally within the IT department and externally with the customer through resolution
  • Resolve as many problems and requests as possible without reassignment/escalation and within service desk time parameters, using documented procedures and available tools
  • Assist in the development of existing and creation of new Information Technology policies and procedures
  • Identify and escalate issues / situations requiring urgent attention
  • Maintain inventory for computer hardware, printer and other peripherals
  • Stay current with system information, changes and updates
  • Complete new hire technical orientations and equipment set up
  • Dispose of obsolete equipment
  • Coordinate with outside vendors to resolve software and hardware problems
  • Inform management of recurring problems
  • Administer help desk software
  • Train help desk technicians on standard policies and procedures
  • Assist with IT related projects for the company as directed
  • Respond to change productively and handle other duties as required



  • Bachelor's degree in Information Technology or a related field (preferred)


  • 5+ years of experience in IT help-desk or desk-side environment
  • Required Competencies: Windows Operating Systems, Microsoft Office Suite, Laptop /Desktop Configurations, Intune and Configuration Manager.

Knowledge Requirements:

  • Demonstrated analytical and troubleshooting skills
  • Expertise in the Microsoft Office platform of tools including Microsoft Teams
  • Experience with Help Desk support tools like ZenDesk or ServiceNow
  • Excellent interpersonal and customer services skills and the ability to effectively build and extend relationships
  • Ability to prioritize competing priorities and multi-task a variety of requests simultaneously
  • Strong verbal, written, and active listening skills
  • Ability to work well under deadlines in a changing environment and perform multiple tasks effectively and concurrently
  • Experience in creating and leveraging knowledgebase documentation
  • Self-driven, highly organized and very effective time management skills
  • Knowledge of basic networking comprehension
  • Knowledge of Windows Operating Systems, Active Directory, InTune, Configuration Manager, Smart Deploy, LAN, WAN and wireless networks.
  • Experience configuring, maintaining AV equipment
  • Ability to work a flexible schedule with occasional travel


  • Microsoft Certifications desired including; Microsoft 365, Microsoft Office Specialist and Microsoft End Point Configuration Manager
  • CompTIA A+ and CompTIA Network+ Certifications required

Recommended Skills

  • Active Directory Group
  • Active Listening
  • Analytical
  • Computer Architectures
  • Configuration Management
  • Coordinating
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