NOC/Help Desk Engineer (In-Office/Field) Position Available In Bristol, Massachusetts

NOC/Help Desk Engineer (In-Office/Field) RetroFit Technologies, Inc. Taunton, MA 02780 Job Overview We are seeking a skilled Helpdesk Engineer to join our dynamic IT support team. The ideal candidate will be responsible for providing exceptional technical support to end-users, ensuring efficient operation of computer systems and networks. This role requires a strong customer service orientation and the ability to troubleshoot various software and hardware issues across multiple operating systems. This position is both in the office and at client sites. Duties Provide first-level technical support for hardware, software, and networking issues Respond promptly to user inquiries via phone, email, or ticketing systems such as Autotask Diagnose and resolve technical issues related to desktop support, including software troubleshooting and operating system problems. Assist in the management of computer systems, ensuring all devices are up-to-date and functioning properly. Collaborate with other IT team members to escalate complex issues as necessary. Maintain accurate documentation of support requests and resolutions in the ticketing system. Conduct regular follow-ups with users to ensure complete satisfaction with resolved issues. Fully understand our Managed Services offerings, contracts, how they work, and design & implement new contracts/offerings, onboardings, and perform presales consultations assisting account executives in the Managed Services sales pipeline. Perform onsite customer services and projects, as required. Participation in the on-call rotation as both a rotating regular engineer but also a recurring escalation point is a requirement. Skills Proficient in Windows operating systems. Strong customer service skills with a focus on user satisfaction. Knowledge of computer networking principles and practices. Experience with desktop support and computer management tasks. Familiarity with Autotask or similar ticketing systems is a plus. Ability to troubleshoot software issues effectively across various applications. Excellent communication skills, both verbal and written, to interact effectively with users at all levels. Troubleshoot software problems, email issues, password resets, malware infections, memory conflicts, configuration issues, etc. Diagnose, troubleshoot and resolve client issues with hardware Experience with Windows 2012, 2016 & 2019 Server roles Installing, troubleshooting and managing Microsoft products (Windows 7/10, and MS Office application suite) Experience with Office 365 and cloud solutions. Join our team as a Helpdesk Engineer and contribute to providing outstanding IT support while enhancing your technical skills in a collaborative environment.

Job Type:

Full-time Pay:

$75,000.00 – $85,000.00 per year

Benefits:

401(k) Dental insurance Flexible schedule Health insurance Health savings account Life insurance Paid time off Vision insurance

Schedule:

8 hour shift Monday to

Friday Work Location:

In person