Experienced Technical Support Analyst

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We are a highly experienced local IT services provider offering a wide range of IT related services to small and medium businesses in and around greater Boston. Our mission is to bring order to chaos by providing critical IT and cybersecurity structure. Coupled with solid customer service, our processes and attention to detail have brought success to both our team, as well as to our happy clients.

We have been growing steadily since 2010 and currently have an opportunity for an experienced helpdesk technician to join our team.

• We will give special consideration to IT professionals with significant MSP experience, but all IT professionals are welcome to apply.

Our HelpDesk Technicians are an integral part of our team at ArcLight. We work hard to provide an environment that focuses on the needs of our clients in addition to the professional development of our team. Based out of our Newton office, our HelpDesk provides exceptional customer service to a wide range of clients located in and around the Greater Boston area.

While we see a fair share of everyday requests, our HelpDesk Technicians are also able to work on more complex tasks with servers, cloud environments, networking configurations, email administration, projects, and much more. We invest in the professional careers of our team by providing a training curriculum, and reserving time during working hours for targeted training on foundational and new technologies to ensure our team is ready for any challenge.

• Required Attributes :
• Solid customer service skills, both over the phone and in person
• Positive attitude and approach to technical issues and challenges, as well as client interactions
• Desire to learn new skills and pursue a career path.
• Proficiency with all Windows desktop operating systems
• Windows and Outlook user profile management
• Experience with Microsoft 365 administration
• Understanding of workstation hardware, ability to swap out internal components such as system memory, hard drives, video cards, etc.
• Business application support, including MS Office, Adobe Acrobat, QuickBooks, etc.
• Printer setup, installation, and management
• Proficiency in handling virus and malware removal
• Experience with basic networking concepts and equipment such as routers, switches, and wireless access points
• Familiarity with cloud services such as Microsoft Azure, Google Workspace, and Dropbox-style file sync and sharing systems, etc.
• Experience troubleshooting mobile devices (Android and iOS phones and tablets)
• Excellent attention to detail and strong documentation skills
• Additional Preferred Skills :
• Relevant industry certifications (Microsoft, A+, Net+, Sec+, CCNA, etc)
• Experience with Microsoft cloud products : Microsoft Entra, Exchange Online, SharePoint, InTune, AutoPilot, Azure Cloud Services
• Proficiency with Windows server operating systems
• Ability to successfully troubleshoot complex server and workstation performance issues
• Understanding of server and networking hardware and connectivity.
• Experience with legacy server technologies such as : Active Directory, Exchange, RDS and published apps, file and print services
• Experience with both local and off-site backup methods and technologies
• Network / infrastructure documentation and drawings
• Experience with MacOS, iOS and other Apple products
• Other Requirements :
• Participation in occasional paid evening and weekend on-call assignments.
• Reliable car for transportation (we reimburse for mileage)
• Ability to climb a ladder to install / troubleshoot WiFi APs in drop ceilings
• Ability to lift 50 lbs
• Culture & Compensation :

We believe the best work for our clients comes from happy IT professionals, so we have worked hard to create a welcoming environment that prioritizes the human side of the IT services field. We believe that a healthy work-life balance is critical. We work in a fast-paced industry, which we complement with a laid-back work environment with many perks. One of the keys to our success has been our culture of exceptional customer service, so we're looking for someone who can deliver the right attitude as well as the right technical solutions. Salary and benefits are dependent on experience.

• Some job benefits include :
• Birthdays off!
• 401k with match
• Healthcare including dental, vision, and short-term disability
• Friendly office environment with emphasis on not burning out in IT - We enforce our lunch breaks!
• Structured training on current and new technologies
• Commission structure available for new client referrals
• Flexible scheduling with ability to occasionally work from home when needed

Job Type : Full-time

Pay : $75,000.00 - $90,000.00 per year

Benefits :

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance
Schedule :
• Day shift
• Evening shift
• Monday to Friday

Experience :

• Help desk : 5 years (Required)

Ability to Commute :

• Newton, MA 02458 (Required)

Work Location : In person