Description
At Systems Engineering, our mission is to enable the exceptional with our clients, employees, and the community.
Our Help Desk Team is seeking a full-time Help Desk Technician to join our talented and growing team of IT Professionals. Our Help Desk plays a critical role in the ongoing client experience and the delivery of our Managed IT Services. The team provides end-user technical software, hardware, and network support for clients via telephone and email requests.
We are looking for a customer-focused, exceptional communicator & problem-solver, who can deliver high quality & timely technical solutions through effective troubleshooting and triage.
Responsibilities:
- Provide frontline technical support to end users, identifying, troubleshooting, and resolving software challenges.
- Coordinate with customer teams, and technology vendors to support new or existing technology solutions.
- Continuously learn, share knowledge, and implement improvements and automation for efficient end-user support.
- Assist in delivering client training on new software and technologies.
- Update and maintain client documentation accurately.
- Provide technical and process assistance.
- Escalate unresolved issues promptly as needed.
- Adheres to strict confidentiality policies with respect to client information being accessed, processed, or stored.
Requirements
- Two years’ related experience in a high-volume professional service help desk environment with a demonstrated knowledge of troubleshooting.
- Strong experience communicating with technical and non-technical stakeholders by phone and email.
- Experience solving problems on various user technology platforms, including server and desktop versions of Windows, including Office 365, Windows Server administration, and Azure.
- Familiarity with Exchange, Citrix technologies, VMware, network technologies, replication and backup platforms, and remote desktop software.
- Attention to detail, and the ability to think critically and analytically when it comes to researching problems and identifying potential solutions to client challenges.
- Strong prioritization and organizational skills and ability to handle multiple tasks and projects effectively.
- A passion for new technology and continuous learning.
Our Benefits & Culture
Systems Engineering has three office locations: Our Portland, Maine office is located in the heart of the Old Port in downtown Portland positioned centrally to the waterfront, trails, parks, and restaurants. Our New Hampshire Office is located in the Brady Sullivan Tower just steps from downtown Manchester. Our Pineland Farms Office is located at Durham Hall on the Pineland Farms Campus, New Gloucester, Maine.
Being 100% employee-owned, the employee-owners of Systems Engineering are its most valuable resources who have collectively made Systems Engineering a Best Places to Work Company in Maine for over a decade. We pride ourselves on delivering great outcomes for our culture, clients, and our community by cultivating a culture focused on continuous learning, community impact, and Employee-Ownership.
In addition to a competitive salary, our benefits include:
- Employee Ownership (Employee Stock Ownership Plan) – As an employee-owner, you directly contribute to the strategic direction, growth, workplace culture, and future of the company.
- Employer 401k matching contributions.
- Profit-Sharing.
- Competitive medical, dental, life, and short & long-term disability insurance.
- Paid Time Off starting with 17 days PTO, nine paid holidays, and two weeks paid parental leave.
- Community Engagement benefits including (8) hours of paid community volunteer time & employer-charitable match.
- Engaging wellness programs including onsite health coaching & onsite fitness facilities.
- Career mobility and professional development, with employer-supported training, learning, and certification opportunities.
- Dynamic, fun, and active community culture.
- Business casual work attire.
- Hybrid Workplace, which fosters collaboration, mentorship, and training & development opportunities across our organization.
- Employer-provided parking at our office locations.
Systems Engineering values diversity and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by law.
Due to the nature of our business and the requirements of ITAR regulations, this role may require access to controlled information and technology. Candidates must be U.S. citizens or lawful permanent residents and be willing to undergo a thorough background check as part of the employment process.
