IT Help Desk Engineer

Job Description

Job Description

Location: Hybrid (must live locally to Newington, NH office)

Position Summary:

The Help Desk Engineer is a critical, reactive role that is responsible for supporting the day-to-day technical requests of our managed services clients. We are seeking a highly motivated resource with exceptional communication, troubleshooting and time-management skills to resolve tickets effectively. The Help Desk team is comprised of Tier I, II & III resources, creating a well-rounded and supportive environment with opportunity for growth. This role is both fast paced and rewarding, and the ideal resource will be accountable with a positive mindset, strong work ethic and interpersonal skills.

Primary Responsibilities:

• Participate in daily team huddles from 8:30am- 8:40am and Friday Noise Reduction meetings from 8:00am- 8:30am.
• Manage Help Desk ticket queue for new requests and respond to various statuses to meet or exceed Service-level agreements (SLAs) and performance expectations.
• Provide technical support to clients via phone, email, and in-person using our PSA, ConnectWise Manage.
• Troubleshoot and resolve issues related to hardware, software, and networking, including Active Directory.
• Use our remote access tools such as ConnectWise Control and Splashtop to provide remote support.
• Use our RMM tool, Datto RMM to maintain and monitor client systems.
• Work with Microsoft 365 for email systems.
• Communicate with third-party software and hardware vendors.
• Collaborate with other members of the team to resolve complex issues and escalate to Team Lead and/or senior level engineers as necessary.
• Document technical procedures, configurations, and troubleshooting steps to maintain an accurate and up-to-date knowledge base and support materials.
• Collaborate with team to identify opportunities for process improvement to maximize productivity and client experience.
• Document all support interactions including troubleshooting steps and resolutions in our ticketing system, ConnectWise Manage; 8 hours of time must be documented per day.
• Participate in on-call rotation for after-hours support; rotation is approximately every other month, for an entire week, outside of business hours which are Monday- Friday from 8:30am- 5:00pm. Additional compensation is provided.
• Stay informed about industry trends and technological advancements to continuously improve technical solutions.

The Help Desk Engineer must live locally to the Daystar office in Newington, NH and be available to travel within approximately 50-mile for onsite appointments as necessary.

Qualifications:

• Minimum of 1 year experience in a Help Desk or technical support role.

• Strong knowledge of Windows and Mac operating systems, as well as Microsoft Office and other business applications.

• Understanding of networking concepts and protocols, including TCP/IP, DNS, DHCP, and VPN.

• Experience with remote support tools such as ConnectWise Control, TeamViewer, or LogMeIn.

• Experience with Active Directory and Windows Servers.

• Familiarity with ticketing systems such as ConnectWise Manage, Halo, Autotask, or Zendesk.

• Excellent written and verbal communication skills, with the ability to build and maintain relationships with clients and be able to articulate ideas clearly and concisely.

• Ability to work independently and collaboratively as a team member to meet or exceed team goals.

• Possess a positive attitude, a strong work ethic, and a willingness to learn and grow with the role.

• Maintains a high level of integrity including the ability to handle extremely sensitive and confidential information.

DAYSTAR VALUES

Our Why: To positively impact and empower people, process, and organizations.

INTEGRITY

• We own our performance and follow process.
• We respect others' time.
• We are reliable and do what we say we will do.
• We do the right thing even when it is hard.
• We communicate with honesty and transparency.

EMPOWERMENT

• We respond to mistakes without blame but with a growth-mindset.
• We seek to learn from our mistakes.
• We will share our knowledge to help others grow.
• We take the initiative to grow professionally.
• We will coach / guide teammates instead of taking over.

BALANCE

• We proactively support and manage work-load spikes.
• We will encourage all employees to take time off.
• We will cultivate healthy boundaries to support work / personal balance.
• We utilize / develop healthy habits to reduce stress.

EXCELLENCE

• We follow and improve process and documentation.
• We create the best possible client experience.
• We cultivate optimism and focus on positive interactions and outcomes.
• We look for ways to innovate, improve process, and create efficiency.

PARTNERSHIP

• We listen to understand and meet our client’s needs.
• We actively look for opportunities to help our team.
• We look for ways to support and recognize our partners.
• We face conflict in a productive and empathetic way.
• We work as ONE in every (partner) engagement.

Company DescriptionDaystar is a managed services provider and technology alignment integrator for small to midsized businesses. Because all businesses deserve smart, secure, and reliable technology support and guidance, we developed a business-aligned IT support platform, Daystar Direct. Our service helps businesses grow, create new efficiencies, and reduce cyber security risks.

Daystar exists to help small to mid-sized businesses succeed. After two decades in the technology industry, we understand the dynamics of change. We embrace it and hope to help others in their journey as well.

Located in Newington, NH, Daystar was founded in 2000. The company is family-owned and operated by brothers Keith, Dan, and Eric Bamford. For more information on Daystar, please visit www.daystarinc.com.

Company Description

Daystar is a managed services provider and technology alignment integrator for small to midsized businesses. Because all businesses deserve smart, secure, and reliable technology support and guidance, we developed a business-aligned IT support platform, Daystar Direct. Our service helps businesses grow, create new efficiencies, and reduce cyber security risks. \r\n\r\nDaystar exists to help small to mid-sized businesses succeed. After two decades in the technology industry, we understand the dynamics of change. We embrace it and hope to help others in their journey as well.\r\n\r\nLocated in Newington, NH, Daystar was founded in 2000. The company is family-owned and operated by brothers Keith, Dan, and Eric Bamford. For more information on Daystar, please visit www.daystarinc.com.