The TNS Group is a fast growing, Managed Service Provider founded and created with a unique culture of positivity. Today we are looking for Help Desk Heroes (Level I and II) for our Massachusetts office. We value high integrity individuals who have the experience and the desire to grow and join our extraordinary technical team.

If you want to work in a fast-paced environment and contribute to a company that appreciates hard work and recognizes that learning is important, this may be the perfect position for you!!

Job Responsibilities:

• Provide first tier response for most help desk issues from clients (password resets, email/account creation, backup management, file permissions/shares, basic “how do I?” questions).
• Help our field and project team on executing client facing technical projects.
• Assist in development of standards and procedures.
• Participate in weekly team meetings with help desk team to improve service delivery.
• Document all work performed in ticketing system

Skills Requirements:

• Excellent people and telephone skills with a strong emphasis on customer service.
• Ability to concisely describe or summarize a problem and steps taken to diagnose and resolve it, in writing.
• Willingness and ability to learn new skills and use new types of information.
• Persistence to see a problem through to its resolution, and ability to research possible solutions when encountering resistance.
• Multi-task and move between complicated issues. Ability to remain calm and perform under pressure.
• Adaptable to a continually changing and growing work environment serving clients to better their business.

Technical Requirements:

• Minimum of 1 year experience providing computer/technical support (willing to substitute technical schooling for experience).
• Strong hands-on/practical experience with the Windows desktop environment (XP/7/8.1/10), Linux/Mac experience a plus.
• Experience with Windows Server family a plus, active directory, group policy, domain environments.
• Experience with basic networking principals, routers, modems, switches.
• Experience with Exchange/365 a plus.
• Experience with VMWare, HyperV, virtualization in general a plus.
• Experience with remote management tools a plus.

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift

Experience:

• Help desk: 1 year (Preferred)
• Customer Service: 2 years (Preferred)

Work Location: One location

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