Tier 1 Help Desk Technician

LinTech Global Inc. is recruiting Help Desk Specialists to support our contract at the EPA in Boston, MA.

LAN/Desktop/VOIP Support

Responsible for providing 1st tier support over the phone, by remote connection, or with walk-in clients, supporting our user community on government issued computer hardware, applications, and platforms. Additionally, he or she is responsible for troubleshooting problems and advising on the appropriate actions to be taken. When necessary he or she will escalate and assign tickets to upper tiers.

The ideal candidate must possess the following experience:

  • Be the point of contact for incoming requests for support via phone or electronically
  • Diagnose and resolve technical, hardware, and software issues
  • Research questions using available information resources
  • Advise users on appropriate action and walk them through when necessary
  • Adhere to Help Desk metrics insuring that SLA’s are met
  • Follow Help Desk standard operating procedures
  • Install various software packages and printer setups on Dell laptops
  • Provide remote support using Bomgar or Skype for Business
  • Perform Active Directory Administration (Account creating/deletion/activation/ deactivation)
  • Satisfy customer requests for non-problem issues (add hardware, software, printers, technical consultation, etc.)
  • Reimage laptops
  • Identify, redirect problems, and escalate urgent situations to the appropriate resources
  • Conduct Add Moves and Changes (MAC) within Avaya platform, capable of modifying and adding VND’s, Vector’s, ACD groups, cover paths and automatic route selection tables

Required Skills/Competencies:

  • MUST BE A US CITIZEN.
  • 1-2 years in a Help Desk environment with hands-on technical experience
  • 1-2 years of Avaya communications management (MACs)
  • Working knowledge of Office 365 and 2016
  • Working knowledge of fundamental operations of relevant software, hardware and other equipment
  • Knowledge of Microsoft Windows 10
  • Knowledge of TCP/IP
  • Knowledge and experience of customer service best practices
  • Knowledge of basic network troubleshooting
  • Excellent oral and written communications
  • Display a sense of urgency
  • Industry certifications preferred but not required
  • Must be dependable, have a positive attitude, be a “team player”, and be able to manage multiple projects/issues simultaneously, work independently, maintain good records, and work well under pressure

Federal Requirements:
This Federal Contract requires all individuals be US Citizens and Fully COVID-19 Vaccinated at time of employment.

LinTech Global, Inc. is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit, and business need.

All applicants will be considered for employment without attention to race, religion, color, national origin, ancestry, physical or mental disability, medical??? condition, pregnancy (including childbirth, lactation and related medical conditions), marital status, genetic information (including characteristics and testing), gender, sexual orientation, gender identity or ?expression, military and veteran status, or any other status protected under federal, state, or local law in the locations where we operate.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources. The Company invites any applicant and/or employee to review the Company’s written Affirmative Action Plan. This plan is available for inspection upon request.

http://lintechglobal.com/wp-content/uploads/2017/09/poster_screen_reader_optimized.pdf

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Referral program
  • Retirement plan
  • Vision insurance

Schedule:

  • Monday to Friday

Ability to commute/relocate:

  • Boston, MA 02109: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

  • Help desk: 2 years (Preferred)

Work Location: One location