Flagship Facility Services, Inc.
For thirty three years, Flagship Facility Services has offered a hassle-free total maintenance solution, from fully integrated janitorial and facility maintenance to single maintenance projects and on-call facilities technicians. We serve some of the world’s most demanding customers, from busy airports to internationally recognized research institutions, to some of America’s leading technology companies. Flagship is a privately held, rapidly growing corporation, dedicated to cleaning and facilities management services.
Flagship is seeking a Senior Help Desk Specialist to provide Tier 1-3 advanced technical support services for a mixed platform environment on site in Somerville, MA. The candidate must have excellent communication skills, interpersonal skills, and the ability to work effectively with all organizational levels. The candidate will perform a variety of user support tasks, either independently or under supervision of the Sr. Helpdesk Manager or VP of IT, which are broad in nature and are concerned with the support, maintenance and administration of the end user computing environment. This includes basic network services, hardware (desktop computers, laptop computers, mobile devices, and printers), software (MS Office, Adobe, Office 365, Google Apps, etc.) and support facilities and/or equipment as stated.
Job Duties and Responsibilities:
· Provides Tier 1-3 help desk support via phone and the online help desk ticketing system.
· Follow through on all assigned tickets to meet and exceed client expectations according to SLAs and “Best Practice” guidelines.
· Resolve technical problems with DHCP, Active Directory, Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
· Basic knowledge of MDM administration
· Assists System Administrators with complex technical tasks, including debugging and supporting hardware, software, telephony, and networking systems.
· Diagnoses and repairs desktop and laptop hard drives, monitors, and printers at end-user workstations.
· Supports after-hour and on-call support for emergency problems and software upgrades.
· Coordinates IT equipment moves/relocation.
· Maintains hardware inventory, spare-parts log, and work log.
- Documenting support-related processes and procedures (SOP)
· Maintain set IT standards for computer operating systems, anti-virus software, disk imaging software, laptop disk-drive encryption software, etc.
· Maintains computer systems with current security patches.
· Administer Microsoft® Exchange mailboxes and users in Active Directory.
· Contributes to efficiency improvements by process automation.
· Use proven experience and judgment to plan and accomplish goals.
· Helps develop plans for systems development and operations, hardware, and software purchases.
· Follows information systems policies and controls to ensure data accuracy, security, and legal and regulatory compliance.
· Provide IT training (in-person and/or creation of technical guides) to end-users when needed.
· Interact with executive-level employees to troubleshoot and resolve technical issues.
· Assists with other projects as needed.
· Work with external vendors to resolve technical issues and on projects.
· Performs daily/weekly/monthly checklist to follow best practices, ensuring a consistent healthy state of the network.
· Performs other work-related tasks as required.
· Collaborate with management and department members to assess both near and long-term infrastructure and security needs.
· Remain current on security alerts, zero-day issues, vulnerabilities, and malware and proactively address these issues where necessary.
· Supporting other activities and projects as assigned or dictated by business priorities.
Minimum Qualifications:
- Prior service desk experience:
- Tier 2 – Minimum of 7 years of experience
- Bachelor’s degree in a relevant technical field is preferred.
- A+ certification is required. macOS, Network+, and other equivalent desktop certifications are preferred.
- High level of proficiency with Windows 10, Mac OS, iOS, Android OS, and other popular Windows-based applications.
- Entry-level understanding of networking principles.
- Strong troubleshooting/problem-solving skills.
- Professional communication and customer service skills both written and oral.
- Strong organizational skills with a keen ability to prioritize and multi-task.
- Strong client support services skills (customer service)
- Ability to focus on short-term and long-term goals simultaneously.
- Ability to raise issues proactively and promptly.
- Ability to work well with others in a team-oriented environment.
- Ability to learn quickly and adapt to new business software and system environments.
- Ability to think outside the box
- Attention to details
- Must be able to lift end-user equipment (up to 25 lbs.)
Job Type: Full-time
Pay: $65,000.00 – $70,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
Schedule:
- 8 hour shift
Experience:
- Help desk: 7 years (Preferred)
Work Location: One location
