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HelpDesk Support Specialist

  • Location: Rowley, MA
  • Start Date: 1/14/2022
  • Job ID: 22-00039
  • Posting Date: 1/14/2022
  • Job Type: Direct Placement
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The Helpdesk Support Specialist position is responsible for effective management of our helpdesk system, provisioning hardware, installation/configuration of software, and maintenance of systems used by our local and remote end users. This individual is responsible for ensuring that our end user systems hardware, operating system, software and miscellaneous peripherals function as expected and provide support as needed.

This role is responsible for supporting end user in our Rowley Massachusetts facility as well as assisting in supporting other Client Company business unit locations and our remote sales team. This role will occasionally require after hours emergency support of our end users and responsible for supporting key strategic projects where support is required off hours.

Our ideal candidate will be accountable for supporting all our helpdesk activity, all end user systems support, software and hardware troubleshooting as well as working alongside our managed services partner Apex and internal IT team members. The Helpdesk Support Specialist will report to the IT Manager based out of our Rowley Massachusetts location.


  • Install new / rebuild existing client systems, configure hardware, peripherals and software.
  • Manage and apply security permissions to file share directories and manage cleanup efforts
  • Install and configure applications such as O365, Adobe, Tool Studio and Windows OS.
  • Develop and maintain installation and configuration procedures for existing and new systems.
  • Contribute to and maintain system standards and create/maintain policies and procedures.
  • Perform regular file restores and backups as needed.
  • Create, change, and delete user accounts in active directory as needed.
  • Manage Helpdesk system ServiceDesk Plus and Kaseya as well as all related help desk tickets and provides Tier I/other support per request from various end users.
  • Responsible for all Asset management, asset storage and organization of server rooms and storage areas.
  • Provide technical assistance and support for incoming tickets and issues related to computer systems, software, and hardware and respond to tickets either via email, in person or over the phone.
  • Investigate and troubleshoot end user issues, walk customer through problem-solving process and follow up with customers to ensure issue has been resolved.
  • Run diagnostic programs to resolve problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Repair and recover from hardware or software failures and coordinate and communicate with impacted constituencies.
  • Apply OS patches and upgrades, upgrade software, tools and utilities as needed.
  • Perform periodic performance reporting to support capacity planning.
  • Perform ongoing performance tuning, hardware upgrades, and resource optimization as required. Configure CPU, memory, and disk partitions as required.
  • Collaborate with managed services company (Apex).

Education, Experience and Skills:

  • Associate's or bachelor's degree in computer science or other technical field preferred.
  • Experience supporting end users in an educational, office or manufacturing environment.
  • Exposure to the following preferred:
    • Active Directory
    • Kaseya or similar end user remote support software
    • Service Desk Plus, Spiceworks or other help desk ticketing system
    • Microsoft or comparable imaging software
    • Lan Sweeper or similar IT asset management system
    • Windows XP, 8, 10 Operating Systems
    • Windows Server 2008, 2012, or 2016
    • iPhone and Android phone support
    • Client, Canon, Zebra and Sato printer support
    • Zultys phone system

Posted by Aaron Goldblatt
Technical Resource Manager
(800) 821-4644 x