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IT User Support / Help Desk Associate

IT User Support / Help Desk Associate

Homans AssociatesWilmington, MA
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Job Description

Homans Associates (HA) is a subsidiary of the largest independent HVAC / R distribution company in the world, Watsco, Inc. We proudly distribute the Mitsubishi and Bryant brands of HVAC equipment, as well as a full line of HVAC residential and commercial parts, supplies, and accessories. We have locations throughout New England, New York, and New Jersey.

We currently have openings for an On-Site IT User Support / Help Desk Associate in our Wilmington MA. location. There is no relocation assistance offered for this position. As the IT User Support / Help Desk Associate, you will provide support and guidance to users experiencing technical issues relating to computer hardware, software, and peripherals.

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Duties / Responsibilities of the IT User Support / Help Desk Associate :

  • Provides technical support and guidance to resolve users’ computer hardware and software problems.
  • Communicates with users via phone, chat, email, and / or a support ticketing system to assess the scope of the problem and determine what, if any, resolution steps users have performed.
  • Applies knowledge of computer software and hardware to assist users in resolving problems.
  • Installs or assists with the installation and set-up of new hardware, software, and peripheral equipment.
  • Coordinates service or replacement of defective products from vendors and manufacturers.
  • Maintains knowledge of technical innovations, trends, and best practices; makes recommendations for new software and hardware.
  • Drafts or revises user training manuals and procedures.
  • Maintains logs of support services provided in the ticketing system or other appropriate database.
  • Develops training materials and / or provides onsite training as requested.
  • Occasional travel to nearby branches.
  • Performs other related duties as assigned.

Requirements

Required Skills / Abilities of the IT User Support / Help Desk Associate :

  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Strong analytical and problem-solving skills.
  • Proficient with Microsoft Office Suite or related software.
  • Thorough understanding of technology commonly used by clients and employees.
  • Ability to explain technical problems to nontechnical employees.

    • Education and Experience :

  • Previous Help Desk experience preferred.

    • Requirements

    Required Skills / Abilities of the IT User Support / Help Desk Associate :

  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Strong analytical and problem-solving skills.
  • Proficient with Microsoft Office Suite or related software.
  • Thorough understanding of technology commonly used by clients and employees.
  • Ability to explain technical problems to nontechnical employees.

    • Education and Experience :

  • Previous Help Desk experience preferred.
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    It • Wilmington, MA