IT Endpoint Engineer Job in Pittsfield, MA

Location: Pittsfield, MA

Job type: Temp to Hire or Direct Hire for the right candidate

Pay: $40-55k/year, depending on experience

Location: Pittsfield, MA

Schedule: Mon – Fri with some on-call hours

TEC is helping a local technology company recruit for an IT Endpoint Engineer. The ideal candidate would be a tech-savvy individual who has strong communication skills and wants to provide the highest quality customer experience to business clients. This role will provide technical assistance and support for incoming queries and issues related to computer systems, software and hardware. The Endpoint Engineer will respond over the phone, through the IT ticketing system or in person.

Job Duties:

• Serve as the first point of contact for clients seeking technical assistance via phone, e-mail, or in person.
• Diagnose, research and resolve technical hardware and software issues.
• Adhere to standardized processes and documentation guidelines.
• Accurate data entry to fuel Key Performance Indicators including SLA and CSAT metrics.
• Effectively advise and assist customers on appropriate action.
• Provide accurate information on IT products and services.
• Direct unresolved issues to the next level of support personnel.
• Identify and escalate situations requiring urgent attention.
• Maintain the highest possible level of customer service.
• High level of professionalism and ability to maintain confidentiality.
• Other duties as assigned.

Requirements:

• Associates degree or 1 year of helpdesk work experience, preferred.
• ITIL or other ITSM Certifications preferred.
• Strong customer support skills.
• Excellent written and verbal communication skills.
• Problem-solving ability to diagnose and resolve basic technical issues.
• Ability to be flexible, multi-task and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy.
• Possess attention to detail and follow-through skills.
• Must own reliable vehicle for travel.
• Able to lift at least 50 pounds.