Help Desk Technician

Granite delivers advanced communications and technology solutions to businesses and government agencies throughout the United States and Canada. We provide exceptional customized service with an emphasis on reliability and outstanding customer support and our customers include over 85 of the Fortune 100. Granite has over $1.85 Billion in revenue with more than 2,100 employees and is headquartered in Quincy, MA. Our mission is to be the leading telecommunications company wherever we offer services as well as provide an environment where the value of each individual is recognized and where each person has the opportunity to further their growth and achieve success.Granite has been recognized by the Boston Business Journal as one of the "Healthiest Companies" in Massachusetts for the past 15 consecutive years.Our offices have onsite fully equipped state of the art gyms for employees at zero cost.Granite's philanthropy is unparalleled with over $300 million in donations to organizations such as Dana Farber Cancer Institute, The ALS Foundation and the Alzheimer's Association to name a few.We have been consistently rated a "Fastest Growing Company" by Inc. Magazine.Granite was named to Forbes List of America's Best Employers 2022, 2023 and 2024.Granite was recently named One of Forbes Best Employers for Diversity.Our company's insurance package includes health, dental, vision, life, disability coverage, 401K retirement with company match, childcare benefits, tuition assistance, and more.If you are a highly motivated individual who wants to grow your career with a fast paced and progressive company, Granite has countless opportunities for you.EOE/M/F/Vets/Disabled Summary:The Helpdesk Technician provides front-line technical support to end users, resolving common hardware, software, and account-related issues. This entry-level role focuses on customer service, troubleshooting fundamentals, and accurate ticket documentation.Responsibilities:Provide first-level support for workstation, laptop, mobile device, printer, and peripheral issues.Troubleshoot basic software problems including OS errors, application issues, browser problems, and configuration requests.Assist with password resets, MFA issues, and user account access in Active Directory, Office 365, and other systems.Log all issues in the ticketing system with accurate details, steps taken, and resolutions.Walk users through troubleshooting steps via phone, email, chat, or in person.Deploy and configure end-user devices following standard imaging procedures.Support basic network connectivity issues such as Wi-Fi access, VPN troubleshooting, and cable verification.Escalate issues to higher-level technicians when necessary and follow up on outstanding tickets.Maintain asset records for assigned hardware and accessories.Provide clear and professional customer service to all end users.Required Qualifications:Associate degree in IT, Computer Science, or related field preferred; bachelor's degree acceptable.0-2 years of IT support experience.Basic knowledge of Windows OS, Office 365, and hardware troubleshooting.Strong communication and customer service skills.