Help Desk Technician

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Department: Information Technology

Office: Home Office

Location: West Springfield, MA

Job Description

Help Desk Technician – Level 1

Aspen Square Management seeks a driven, critical thinker for a position on our IT operations team. The help desk provides end user support to our central office staff in West Springfield, and to our staff at apartment homes around the country. Aspen Square IT offers the opportunity to work with new technologies and learn new concepts in both structured and ad-hoc settings, while supporting a well-documented environment after a thorough onboarding and training-based welcome. Long term this is a hybrid position (split between remote and office work). This position is currently 90% remote, with occasional in-office tasks requiring work at our HQ in West Springfield.

• Troubleshoot & resolve end-user IT support requests in a timely fashion
• Establish clear expectations with end users around their requests
• Image end-user workstations
• Setup iPhones for company email use and iPads for app-based functions
• Maintain a clean, orderly workspace
• Assist with inventory management by billing out hardware and peripherals when deployed
• Document your work in tickets and/or articles in the IT knowledgebase

• High school diploma, Associates Degree in a related field or the humanities preferred
• Related technical certifications a plus, but not required
• Strong time management skills
• A willingness to learn new things
• A belief in the usefulness of documentation
• A positive outlook and a mission-driven, team mentality
• Ability to prioritize effectively
• Good written and verbal communication skills
• Familiarity with Microsoft 365 and Office products
• Familiarity with core network principles, TCP/IP, switching, routing
• Familiarity with iOS devices and MDM systems
• Familiarity with virtual machine-based environments, VMWare knowledge or experience a plus
• 1-2 years' experience in a similar role preferred; or, a technology enthusiast background, or a technical/troubleshooting background in another discipline

Perks & Benefits:
• Competitive compensation
• Insurance & 401k
• Quarterly technical training on deployed platforms and solutions
• Growth paths into infrastructure, cloud, or development engineering roles

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