IT Service Desk Technician

Optistar Technology Consultants, a VERTEX Company, is a growing, thriving, energetic managed IT service provider (MSP) firm with a unique business model with a presence in both the United States and Europe. We strive to deliver three core services: IT strategy, cyber defense, and managed IT service plans. In 2016, Optistar became a wholly owned subsidiary of The Vertex Companies, an AEC firm that offers forensic consulting, engineering design, construction, and environmental solutions around the world. VERTEX has approximately 600 employees occupying 20 offices across North America.

Optistar is looking for a Service Desk Technician to join its 11-person Service Desk team, comprised of Technicians, Technical Service Analysists, Service Coordinators, and Systems Engineers. The Service Desk Technician is the cornerstone of our service delivery model. They are responsible for handling most of the IT support requests submitted by our clients. Through use of troubleshooting skills and requisite IT knowledge they move tickets towards completion, and drive customer satisfaction.

As a member of our Service Desk team, you have the option of either working remotely from home or working hybrid/full time in one of our corporate offices located in: Weymouth, MA; Denver, CO; or Wichita, KS. Alternatively, you can work out of any office of our parent company, Vertex (see a list of their offices here).

Working hours are from 8:00am - 5:00pm Eastern US time.

Responsibilities

• Provide technical IT support to our customers in response to their requests
• Ensure tickets are updated with detailed technical notes
• Initiate escalation for tickets requiring higher technical assessment
• Commit new/updated information to customer documentation
• Recommend, and help implement process improvements
• Participate in the weekend on call rotation

Skills & Abilities

• Excellent verbal, written, and interpersonal communication skills
• A passion and willingness to provide outstanding customer service
• Highly organized with exceptional attention to detail
• Ability to interface with all levels of customers possessing varying degrees of IT knowledge
• Sound troubleshooting skills with an aptitude for problem solving

Qualifications

• 2 years of professional desktop support experience (experience can be substituted by an AS/BS in Computer Science)
• Knowledge of desktop hardware, Microsoft Office365, Windows 10, MacOS, Active Directory & Azure Active Directory
• Experience providing customer support over the phone
• Ability to work between 7:00am – 4:00pm Mountain US time

What would set you apart

• CompTIA Security certification
• Knowledge of advanced networking (VoIP, Meraki, VPNs, Firewalls)
• Previous experience with an MSP

All your information will be kept confidential according to EEO guidelines.

VERTEX is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you require assistance to complete any part of the application process, please contact our Recruiting team at recruiting@vertexeng.com.

NOTICE TO THIRD PARTY AGENCIES:

Please note that VERTEX does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, VERTEX will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, VERTEX explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of VERTEX.