Information Technology Help Desk Technician

IT Help Desk TechnicianPeabody, MA**Local Candidates only as this is a full- time onsite position**Responsible for delivering first-level Help Desk support, including PC, desktop, network, and telecom services to resolve end-user issues and requests. Also accountable for monitoring key systems such as LAN/WAN environments, servers, and applications. This role0 requires strong communication and collaboration skills to work effectively with IT and business teams, along with solid technical and analytical abilities to troubleshoot and resolve issues efficiently and within defined service levels.ResponsibilitiesProvide technical service and support to the assigned region to include:Supporting and maintaining desktop, LAN, and telecom environments in coordination with infrastructure teamsFirst level response for all assigned service ticketsDeploying new equipment, upgrading existing hardware, and installing software solutionsMonitoring scheduled system processes to ensure successful completionPerforming daily operational processing tasks as requiredInvestigating and resolving monitoring issues during assigned shiftsEscalating issues to Application Support and Infrastructure teams as neededEnsuring rapid restoration of services and minimal downtimeManaging escalated issues through to full resolution while meeting service level expectationsMaintaining consistent Service Desk coverage during defined support windowsCollaborating with cross-functional support teams to ensure a seamless support environmentDelivering clear and timely IT communications to end usersCommunicating regularly with IT departments and business units to maintain strong working relationshipsRequirements5- 10 years of hands-on experience supporting Microsoft and networking environmentsStrong knowledge of current infrastructure technologies and PC software productsAbility to prioritize and manage tasks in a high-volume, fast-paced, and changing environmentExcellent written and verbal communication skills with the ability to clearly document and resolve technical issuesDemonstrated ability to build relationships across all levels of the organization (local and remote)Strong problem-solving and analytical skillsAppropriate Microsoft certifications, A+ Certification, and/or a 2-year computer science degree with relevant experienceMicrosoft Certified Systems Administrator (MCSA) and/or related experience is a plusITIL Foundation Certification is a plus