IT Help Desk Support - New England

• Fields calls as needed from end users as part of the helpdesk phone queue.
• Respond to user requests for technical assistance via phone, email, chat, or helpdesk ticketing system.
• Troubleshoot and resolve issues related to software, hardware, networking, and peripherals in a remote capacity.
• Guide users through step-by-step solutions for issues, ensuring minimal disruption to their workflow.
• Track, prioritize, and document helpdesk tickets to ensure timely resolution.
• Collaborate with team members to escalate complex issues when necessary.
• Participates in the day-to-day operational support and service delivery of the IT Operations by monitoring and responding to IT Operations incidents through the incident tracking system.

Provide Desktop Support

• Provide hands-on support for desktop and laptop computers, mobile devices, printers, and other office equipment.
• Install, configure, and maintain operating systems (Windows, macOS, Linux) and essential software applications.
• Perform routine maintenance and upgrades on hardware and software systems to ensure performance and security.
• Assist in managing user accounts and permissions via Active Directory, Office 365, and other relevant systems.
• Set up new workstations, including hardware setup, software installation, and network configurations.

Documentation & Reporting

• Maintain accurate records of support requests, troubleshooting steps, and solutions provided.
• Document system changes, upgrades, and procedures for future reference.
• Generate reports on recurring issues, system performance, and overall support efficiency.
• Compile data in an easy-to-understand format for upper-level management.
• Compile Knowledge Articles to be used by both end users and technical staff.

Valid driver's license and must have own reliable vehicle (This position requires local travel and mileage will be reimbursed)., * 2+ years of experience in IT Support, including helpdesk and desktop support roles.

• Experience with remote desktop tools, helpdesk ticketing systems, and diagnostic software.
• Hands-on experience with hardware troubleshooting and repairs (desktops, laptops, printers, etc.).
• Familiarity with Windows and macOS operating systems.
• Knowledge of PowerShell
• Knowledge of Excel commands/VLOOKUP
• Experience with Azure and Office 365

Technical Skills

• Proficiency in diagnosing and resolving common technical issues (software, hardware, network).
• Experience with Windows 11, Office 365, and remote desktop services.
• Understanding of network fundamentals (TCP/IP, DNS, DHCP) and security best practices., * Associate's degree in information technology, Computer Science, or related field.
• Experience in a hybrid IT environment (both on-site and remote support).
• Knowledge of cloud-based technologies and services (Azure, AWS).

Pay Range*: $19 - $21 per hour *Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.

Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).

ABOUT INNOVA SOLUTIONS:Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields. Recent Recognitions: * Named One of America's Best Employers for New Grads by Forbes (2024 * Named One of the Best Companies to Work for by U.S. News & World Report (Private Companies List, 2024-2025) * One of the Largest IT Staffing Firms in the US - Ranked #3 by Staffing Industry Analysts (SIA, 2024) * One of the Largest Staffing Firms in the US - Ranked #13 by Staffing Industry Analysts (SIA, 2024; includes Innova Solutions, Volt, & HireGenics) * Named One of the Top Ten Private Companies in Atlanta by the Atlanta Business Chronicle (2023) * One of the Largest Certified Minority Business Enterprises (MBEs) in the United States (NMSDC, 2024) * AWS Advanced Tier Services Partner with 100+ certifications Website: https://www.innovasolutions.com, Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at [email protected] or (770) 493-5588. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b. The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Innova Solutions and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at Privacy Policy - innovasolutions.