Level 1 Helpdesk Concierge
About the position Are you an outgoing and friendly individual with a passion for technology? Do you thrive in a close-knit, collaborative team environment? This Massachusetts-based MSP is seeking a Level 1 Helpdesk Concierge to serve as a primary point of contact for a diverse range of clients, troubleshooting their issues with various technology applications. This hybrid position is based in Mansfield, MA. We’ll Provide: Robust benefits package including health insurance assistance, PTO, 401K, profit sharing, phone expense, tuition reimbursement, and travel reimbursement Salary range of $50,000-$65,000 Hybrid work split between client sites, in the office, and occasional remote work Support/mentorship from supervisors and other team members Opportunities for continued growth and learning What You’ll Do: Keep end users productive and secure by handling day-to-day support, and being a visible, friendly IT presence at key clients Resolve Level 1 technical support tickets Master the common technology applications used by our customers Show customers areas where they can turn technology from an expense to a value and from a headache to a solution Travel to client sites as needed (an average of 2-3 times per week) Perform daily phone and zoom calls Create and maintain documentation Skills You’ll Need: Experience with M365 administration, PC + Windows troubleshooting, and Windows Server Administration Exceptional verbal and written communication skills with an emphasis on being clear, concise, and friendly Comfort working independently on client sites Ability to stay calm and professional with non-technical and sometimes frustrated users 2+ years in an MSP or similar multi-client IT environment Valid license and reliable transportation - Travel is throughout eastern Massachusetts and Rhode Island 2-3 times per week Experience providing white glove end-user technical support Ability to pass a background check Nice to Have: Hypervisor experience is a plus (Proxmox especially) Mac or Linux experience Experience with Autotask, Datto RMM, IT Glue, M365, Intermedia, Watchguard, Keeper Security, Breach Secure Now, Bigger Brains Next Steps: Quick apply with your resume here Or Get a head start on our application and aptitude testing process here: Responsibilities • Keep end users productive and secure by handling day-to-day support, and being a visible, friendly IT presence at key clients • Resolve Level 1 technical support tickets • Master the common technology applications used by our customers • Show customers areas where they can turn technology from an expense to a value and from a headache to a solution • Travel to client sites as needed (an average of 2-3 times per week) • Perform daily phone and zoom calls • Create and maintain documentation Requirements • Experience with M365 administration, PC + Windows troubleshooting, and Windows Server Administration • Exceptional verbal and written communication skills with an emphasis on being clear, concise, and friendly • Comfort working independently on client sites • Ability to stay calm and professional with non-technical and sometimes frustrated users • 2+ years in an MSP or similar multi-client IT environment • Valid license and reliable transportation - Travel is throughout eastern Massachusetts and Rhode Island 2-3 times per week • Experience providing white glove end-user technical support • Ability to pass a background check Nice-to-haves • Hypervisor experience is a plus (Proxmox especially) • Mac or Linux experience • Experience with Autotask, Datto RMM, IT Glue, M365, Intermedia, Watchguard, Keeper Security, Breach Secure Now, Bigger Brains Benefits • Robust benefits package including health insurance assistance • PTO • 401K • profit sharing • phone expense • tuition reimbursement • travel reimbursement • Support/mentorship from supervisors and other team members • Opportunities for continued growth and learning