IT Helpdesk Support Specialist

Citara Systems, Inc. is a Managed IT Service Provider serving the small and medium sized businesses community in the states of MA, NH, and RI in the 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 Helpdesk Support Specialist / Tier 1- Level IT Technician / Engineer with at least 2-5 years of experience in the field to join our team. Prior experience working for an IT Managed Services provider is a big plus!

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 and client project work. He or she will also have the ability to analyze and implement various IT management tools use to support our clients on their own, without a lot of training or guidance from our Senior Tech staff.

The ideal candidate will also have excellent written and verbal communication skills with Citara team members 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 all project 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, organize and complete projects, and plan future project work based on the customer’s needs.

The ideal candidate will also have 2-5 years of experience in the following technical areas:

Firewalls – Fortigate preferred, but basic knowledge of setup, troubleshooting, etc. of firewalls in general is a plus.

Active Directory setup, management for domains, print management on domains

Microsoft 365 – Administrative management including setting up new Tenants, managing ongoing – adds, changes. Securing Tenants. Anything else in Microsoft 365 is a plus.

He or she will be able to quickly, efficiently, and successfully respond to and resolve client support tickets within timelines and expectations established by our IT Helpdesk Manager. Project work will be offered to the right candidate which includes but not limited to: Migrating emails to MS 365, Server migrations to MS 365 or from old server to new server with domain, Wifi setup, Wifi bridge, New switch configurations, etc.

Setup desktop and laptops for users.

Work on Macs for users with Macs.

The ideal candidate will have experience with some of the following client management tools including Cylance anti-virus and Avanan anti-phishing programs, Datto back up products / services, Datto’s RMM and Autotask client management systems, IT Glue Documentation platform, Password Boss, ITIL configurations, Cloud Radial client portal management, and Cloud print management. We will train the right candidate on the few management tools he or she does not have experience with.

If you do not have any experience with the above mentioned tools, please DO NOT APPLY for this position. You will not be considered if this is the case.

Job Type: Full-time

Pay: $75,000 – $90,000 PH Pesos per month based on level of experience.

Benefits:

Health insurance will be compensated for if needed for the right candidate
Two Weeks Paid time off
Professional development assistance
Referral program

Schedule:

8 hour shift
Monday to Friday, 8:00am to 5:00pm Eastern Standard Time + On-call for after hours emergencies as needed

Bonus pay based on performance

Experience:

Help desk experience: 2 years (Required)
Network management: 2 years (Required)
Microsoft Windows Server: 2 years (Required)
Microsoft 365 administration: 2 years (Required)
Cybersecurity: 1 years (Required)
Active Directory: 2 years (Preferred)
Private IT Managed Service Provider: 1-2 years (Required)
Language:

Fluent English (Required)

Work Location: Remote