IT Helpdesk Support Specialist

Citara Systems, Inc. is a Managed IT Service Provider serving the small and medium sized businesses community in MA, NH, and RI, USA. We deliver Managed IT Services to our customers so they can focus on growing their business.

We believe in managing client expectations, doing the right thing the right way, always putting our customers first, and working today to improve tomorrow.

We are looking for a customer facing IT Help Desk Support Technician with at least 3 years of experience in the field to join our team. Prior experience working for a private IT Managed Services provider is a must, along with the ability to effectively communicate with our multiple clients in different industries to quickly and effectively resolve any IT challenges they have.

We offer an fun, engaging, and team oriented environment which values employee input and experience to provide our clients with the best IT management experience possible.

We are looking for a team player committed to working hard and putting our clients best interests first. The ideal candidate will appreciate and enjoy the work place culture we have established, and be rewarded for their exceptional work through internal growth opportunities, performance based wage increases, and the ability to develop a work/life balance that meets their needs as the company grows.

Excellent verbal and written communication skills are a must. The ability to quickly diagnose and resolve client issues is the name of the game. A sincere willingness to learn and the desire to be a part of an exceptional team are mandatory requirements for this position.

The ideal candidate will be a personable self-starter with exceptional organizational and prioritization skills with respect to daily work ticket resolutions.

The ideal candidate will also have excellent written and verbal communication skills with Citara teaUpgrade to see actual infombers as well as with Citara clients.

The ideal employee will be expected to communicate to leadership without prompting when challenges arise that impact productivity and project completion. He/she must also be willing to be held accountable for timely completion of ticket resolutions and other assigned work.

Additionally, the employee will be consistent in appropriately documenting all work completed for clients in our client management systems.

The ideal candidate will possess attention to detail and will have experience working with customers in person, remotely, and over the phone to resolve any issues, and assist in planning future work based on the customer’s needs.

*Excellent computer hardware and software skills
*Proficient with all current Windows Desktop and Server Operating Systems, including but not limited to Windows 7 and above at the desktop level and Windows Server 2008 R2 and above at the server level
*Some experience with macOS
*Networking experience and troubleshooting skills
*Exceptional communication skills (oral and written) for daily client and co-worker interaction
*Ability to follow process and procedures and document new or existing customer environments while working through issues
*Ability to multi-task and remain calm while working through client issues
*Exceptional research skills to identify potential solutions to new problems
*Organizational skills that allow the candidate to perform successfully on a daily basis with little to no Upgrade to see actual infocational / Work Experience:

1+ year of previous Help Desk experience
A+ Certification preferred
Microsoft Certified Professional (MCP) preferred
Experience with Autotask, Datto RMM, and Cylance a plus