Job Description

Company Overview Optistar Technology Consultants (www.optistartech.com), a VERTEX Company, is a small, growing multi-national managed IT service provider (MSP).  We offer a fun, fast-paced team environment of highly skilled professionals who truly care about our customers and employees. We have a dynamic and positive culture with an education-focused philosophy. Bring your creative energy and love for learning along with a great attitude and desire for success! We're not just another company name on your resume, we're your opportunity for long-term career growth.

Our parent company, The Vertex Companies, Inc. (www.vertexeng.com), is an employee-owned AEC firm that offers forensic, engineering, construction, and environmental solutions. We have approximately 500 employees that work out of 25+ offices throughout North America.

In late 2013, VERTEX implemented an Employee Stock Ownership Program (ESOP) which all U.S. Optistar Employee-Owners enjoy the benefits of. VERTEX's employee-owners help our clients identify and mitigate risks to a project's physical, environmental and economic well-being; it drives every decision we make.

Responsibilities Optistar Technology Consultants (www.optistartech.com), a VERTEX Company, is a small, growing multi-national managed IT service provider (MSP).  We offer a fun, fast-paced team environment of highly skilled professionals who truly care about our customers and employees. We have a dynamic and positive culture with an education-focused philosophy. Bring your creative energy and love for learning along with a great attitude and desire for success! We're not just another company name on your resume, we're your opportunity for long-term career growth.

Our parent company, The Vertex Companies, Inc. (www.vertexeng.com), is an employee-owned AEC firm that offers forensic, engineering, construction, and environmental solutions. We have approximately 500 employees that work out of 25+ offices throughout North America.

In late 2013, VERTEX implemented an Employee Stock Ownership Program (ESOP) which all U.S. Optistar Employee-Owners enjoy the benefits of. VERTEX's employee-owners help our clients identify and mitigate risks to a project's physical, environmental and economic well-being; it drives every decision we make.

Job Description:

Optistar Technology Consultants, a Vertex Company, is looking for a dynamic, energetic HELP DESK LEAD who welcomes the challenge of joining our team! Do you enjoy using a wide variety of technological resources to meet and exceed client goals and expectations as well as improve inter-office efficiency?  Are you looking for a fast-paced atmosphere, dedicated to exceeding client expectations of excellence? Are you looking for a company that believes in promoting from within, and the only limitation is defined by you? If so, this is the right opportunity for you! 

The Desktop / Help Desk Technician we are looking for will enjoy a fast-paced environment and enjoy providing Five Star Customer Service to VERTEX personnel and other associated affiliates and clients.

This position, out of our Weymouth office, reports to the Head of Managed Services.

DESKTOP / HELP DESK LEAD

Things you'll be doing:

• Exemplify the Optistar CORE Values: Own IT! Always Improve! Happy to Serve!
• Provide Five Star customer service and consistently work to exceed expectations by creating raving fans of our customers.
• Become as efficient as possible at resolving tickets the first time they're touched.
• Transferring knowledge and providing

To do this, you'll need to:

• Assist with triaging incoming requests via phone and email
• Determine priority, create and track tickets in Help Desk Software system
• Perform level 3 and sometimes level 2 technical support to our customers in person or over the phone
• Provide technical assistance for all IT related hardware (phones, AV equipment, printers, PCs, copiers, webcams)
• Ensure tickets are updated with detailed technical notes and are resolved correctly the first time
• Assist with employee training, orientation, and mentorship
• Assist with new and existing customer documentation
• Assist with asset and inventory management
• Setup, image and ship new machines to remote locations
• Assist with creating and updating knowledge base articles
• Work to reduce the number of escalations by performing cross-training and knowledge transfer
• Assist Optistar team members with on-site support as necessary (up to 5% local travel may be required)
• Assist with shipping, receiving, and inventory ordering as necessary
• Ensure Service Desk SLA's and PKI's are met on a regular basis
• Identify and help implement opportunities for improvement
• Participate in the weekend on call rotation
• Assist with user / office moves as necessary
• Perform other duties as directed

THE KIND OF PERSON YOU'LL NEED TO BE:

• A passion to provide outstanding customer service
• Excellent communications skills (verbal and written)
• High level of attention to detail
• Effective time management skills
• Ability to interface with all levels of the organization and customers of all types, from the technically literate to the not-so-savvy
• Sound troubleshooting skills with an aptitude for problem solving
• Can do / service-oriented attitude, with enthusiasm to learn and adapt to new challenges
• A focus on teamwork and collaboration
• Highly motivated and flexible
• Excellent work ethic and highly organized

REQUIRED QUALIFICATIONS

Experience

• At least 4-6 years of experience in a Help Desk / End User / desktop support environment -or- a Bachelor's Degree in Computer Science, or any combination of college and experience
• 3-4 years' experience providing customer support over the phone or in person
• At least 1 year's experience in a non-management leadership role (lead, supervisor)

Knowledge & Skills

Must be able to perform exceptionally under high stress conditions. Must be able to prioritize and handle multiple tasks with minimal oversight Must be willing to occasionally work nights or weekends if necessary Knowledge Of:

• Remote access tools (Splashtop, RDP, or VNC)
• Desktop hardware
• Microsoft Office 365/Teams
• Networking (TCP/IP)
• Active Directory (group policies, file/share permissions)
• Experience with machine imaging
• Azure AD or Microsoft Exchange

WHAT WOULD SET YOU APART:

• Knowledge of advanced networking (VoIP, Meraki, VPNs)
• Spanish or other foreign language skills
• Experience working with Engineering software / AutoCAD
• Experience working with web-based Help Desk software
• Experience working with cloud storage
• Previous experience with an IT Managed Services Provider
• Experience with Datto products (Autotask, RMM, Cloud Continuity)

***** We reserve the right to modify or revise the Job Description in part or in its entirety. Reasonable accommodations will be made in accordance with governing law