Help Desk Manager jobs in Fitchburg, MA

• Receive, prioritize and respond to incoming Service Desk requests in accordance with established service-level agreements (SLAs) • Utilize your comprehensive knowledge of computer hardware, software, mobile devices, printers, and other technology tools to troubleshoot, diagnose, and resolve complex issues. Provide high-quality end-user support while adhering to established operational and procedural measures • Manage user and device event tracking through global ticketing system • Collaborate closely with our esteemed executives, acting as their trusted technology advisor. Understand their unique needs and deliver solutions that enhance their productivity and effectiveness. Maintain a customer-centric approach to all interactions and foster strong relationships with the executive team • Provide technical and troubleshooting assistance related to MS Windows/Office and other desktop applications • Source computer hardware including devices, peripherals, and equipment, and coordinate approval as needed • Enroll and administer thin clients • Maintain and support office telephone systems and software, audio-visual (AV) equipment and multi-function printers • Manage user/computer/group objects within Azure and on-prem Active Directory (e.g., password resets, adds/moves/changes, folder/share permissions) • Provide limited technical and troubleshooting assistance related to the company’s critical business systems • Perform on-call duties and technical implementations/upgrades that may occur after normal business hours and on weekends as required to minimize business impact • Assist with users becoming and remaining compliant with the company’s IT security policies and minimum standards • Participate in the creation and maintenance of enterprise operations documents (i.e., policies, standards, procedures and guidelines) • Liaise with third-parties as it relates to any of the above

• Bachelor’s Degree in Computer Science, Information Systems, or other related field, or equivalent work experience preferred • One to three years of relevant experience • Self-starter who takes initiative and requires minimal supervision • Strong analytical and problem solving skills, systematic thinking, and a good understanding of technologies deployed in the IT environment • Customer focused with the ability to communicate and develop relationships with all levels of the organization • Excellent written and oral communication skills • Ability to multi task • Team mentality and the ability to work effectively with diverse stakeholders • Attention to detail • Ability to accomplish tasks by established deadlines and to use time efficiently to balance competing demands and priorities • General understanding of how IT infrastructure supports business goals and objectives • Open to traveling if necessary • HDI and ITIL Foundations Certification a plus