Helpdesk Level 1 & 2 (Contract Position)

CyberFire IT Solutions, is seeking a Helpdesk Level 1 & 2 Technician to support one of our key clients located in Lexington, MA. This role is ideal for a detail-oriented IT professional with strong helpdesk experience who enjoys working both independently and as part of a team.

The technician will provide hands-on support for client staff, managing day-to-day IT needs using the client’s Helpdesk system. This position includes a mix of onsite and remote work, offering flexibility while ensuring consistent client support. Will work within a team and take direction from tam leaders and head of Infrastructure.

Work Schedule

- Onsite (Lexington, MA): 5 days a week, all staff are in the office on Weds

- Additional Coverage: May be required onsite if another team member is out sick or if staff are offsite and need in-office presence.

Job Overview
We are seeking a dedicated and knowledgeable Helpdesk Support professional to join our Clients IT team. The ideal candidate will be responsible for providing exceptional technical support to our users, ensuring that all IT-related issues are resolved efficiently and effectively. This role requires strong communication skills, a solid understanding of various operating systems, and the ability to troubleshoot software and hardware problems. 

Duties

• Provide first-line technical support for users experiencing issues with software, hardware, and networking.
• Troubleshoot and resolve problems related to Microsoft Office applications, M365 and other software tools used for supporting staff ie VPN, AV.
• Manage computer systems and perform routine maintenance on desktops and laptops.
• Assist in the configuration and management of basic network infrastructure. *know how to ID a switch, plug in a port to activate it etc
• Support users with desktop environments across various operating systems including Windows and possible macOS.
• Utilize tools such as ServiceNow, or Jira for ticketing and tracking IT support requests.
• Conduct analysis of recurring issues to identify trends and recommend solutions for improvement.
• Maintain Active Directory accounts and manage user permissions as needed.
• Collaborate with network administration teams to ensure optimal performance of LAN/WAN environments.
• Provide guidance on mobile device management and support for mobile operating systems.
• Have a good working knowledge of m365 for Level 2 person with continued drive to improve and learn
• Team player, always look to help others on team, always reach out to learn how to solve a ticket by engaging the team , look for team members who might have overloaded ticket queues and ask what you can help them with.

Qualifications

• Past Biotech, Pharmacutical experience a plus
• Proven experience in technical support or help desk roles with a focus on customer service.
• Strong knowledge of computer management principles including hardware troubleshooting and software installation.
• Familiarity with IT infrastructure components such as AD, TCP/IP, DNS, GPO, SCCM, Intune and asset mgmt
• Experience in network administration tasks including wiring for end user office and VPN setups.
• Proficiency in Microsoft Windows Server environments as well as desktop operating systems (Windows/macOS/Linux).
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Strong analytical skills to diagnose issues effectively and implement solutions promptly.
• Knowledge of computer networking concepts including TCP, LAN/WAN configurations is preferred.
• Experience with ticketing systems like ServiceNow is a plus. 
• Ability to work independently and manage priorities in a fast-paced environment.