IT Help Desk Technician

Tier 1 & 2 Case Agent

Paragus IT is the largest outsourced IT vendor in the Pioneer Valley, and we are just getting started.  We dream of serving 1,000 customers across the entire country, and we won’t stop until we get there. Ranked as one of Forbes Small Giants, we have an intense focus on culture, people, process, and continuous improvement. We are determined to be the best at everything we do, and we aren’t afraid to do the hard work required to get there.

We are looking for someone with a passion for IT and making it fun - if you have some good jokes in your pocket, we would love to hear them and so would our clients!

Responsibilities

Troubleshoot and resolves technical issues either remotely or at a client site within defined SLAs

Review ticketing and monitoring queue for timely assignment and resolution of new cases

Prioritize issues and implement solutions while clearly communicating with the client

Check, validate, and update case documentation, including notes

Provide technical assistance to peers as needed

Frequently petting our beloved Para-pups!

Go above and beyond when managing client expectations

Participate in our on-call 24 / 7 support rotation (averaging 3 weeks per year)

And most importantly, create exceptional experiences for our clients!

Ideal Candidate

We’re looking for a fun-loving person to join our family! Our ideal candidate would have excellent customer service and communication skills, both written and verbal. You’ll need to know your way around Microsoft Office Suite, as we use those apps for everything. You'll need to adapt to new technologies as this industry is constantly evolving! The ability to multi-task is of the utmost importance, as you’ll have many clients to juggle. You should have the ability to work independently, prioritize your work, and manage your time effectively, though we expect you to be a team player as well. We also want people who are smart, creative, and willing to share their ideas about how we can make Paragus an even better company. We are growing fast and want great people who are invested and excited along for this ride. Lastly, we hope you love beer – whether that be Root Beer or a local IPA – because we certainly enjoy ending a successful day with a pour from one of our private taps in our staff pub. Beer not your thing? That’s fine, we’re also really into great coffee and sweet treats.

Qualifications

This position has varying levels of technical expertise required. The list below outlines the various skills that we are looking for. Depending on your technical ability, we will determine which the most appropriate level is after interviewing you.

Experience supporting the Microsoft operating system environment and web / networked computing environments (Windows Server and Desktop, MS Exchange, Active Directory, Linux / UNIX etc.)

Knowledge of Microsoft suite of products (Outlook, Word, Excel PowerPoint, etc.) is required

Proficiency in LAN, WAN and WLAN as well as network security principles, network monitoring and maintenance, and capacity planning

Experience with M365, AzureAD, SharePoint and Intune

Hyper-V, ESXi, SonicWALL, Datto are a plus!

Experience with supporting remote environments

Ability to troubleshoot complex or time sensitive issues and identify solutions, especially in the middle of a nerf gun battle

Prior experience with help desk ticketing systems and service desk management tools (i.e., Remedy, ServiceNow, Connectwise, Autotask, N-central, Kaseya, etc.) is required

High degree of professionalism, attentiveness, and communication excellence (both verbal and written)

Ability to diplomatically interact and communicate with all levels of an organization

Ability to apply proper office management practices and administrative support processes

Strong analytical and problem-solving skills

Ability to remain calm under pressure and work in a fast-paced environment with a positive outlook

Ability to work independently and within a team environment

Always looking for new opportunities, and likes to keep busy and stays motivated

Hours : Full Time - Monday-Friday

Compensation :  Non-Exempt - $48,000-$60,000 DOE

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