Help Desk Technician


The Entry Level Help Desk Support works as the first responder and support liaison for our clients. Daily responsibilities include repairs of systems returned by field support consultants, operating and updating the ticketing system, meeting and exceeding internal SLA requirements and providing remote troubleshooting support to clients.

Specific Duties and Responsibilities:

  • Interact with customers via incoming telephone calls, e-mail, etc. to provide technical support, solving problems and answering client questions to the best of his/her ability in a professional and courteous manner

  • Identify, evaluate and prioritize customer problems and complaints and escalate to appropriate support specialist or service team, group situations requiring urgent attention

  • Analyze customer problems and formulate plans of resolution

  • Research questions using a variety of manuals and resources, work with other consultants and staff to answer customer questions, utilize all technical resources to solve customer problems remotely

  • Willing to learn as he/she progresses in his/her position and as he/she is faced with new questions and situations

  • Expected to stay abreast of current news, system information, problems, changes and updates relevant to our partner clientele

  • Pre-process tickets on ConnectWise Support boards

  • Log all help desk interactions and document resolutions

  • Document, track and monitor problems to ensure a timely resolution

  • Manage and monitor ProActive SMS Maintenance System

  • Responsible for deployment and monitoring of ProActive SMS Agents

  • Identify, diagnose, and resolve hardware and software issues related to end users remotely

  • Supports, monitors, tests, and troubleshoots hardware and software problems pertaining to end users

  • Identifies, completes or schedules repairs to end user equipment

  • Provides end users support for all locally installed and LAN-based applications

  • Builds and assists in the configuration of end-user PC desktop hardware, software, and peripherals

  • Provides support for all printers, faxes, copiers and other peripherals


Job Qualifications & Competencies:

  • Excellent communication skills, both written and verbal; summarize findings concisely to both internal team members and clients

  • Outgoing personality and friendly, professional demeanor on phone and in person

  • Ability to manage productivity without extensive daily oversight and meet reasonable deadlines Ability to work under pressure and attain pre-defined deadlines

  • Attention to detail and exemplary documentation skills are required

  • Ability to multi-task and adapt to change quickly

  • Ability to follow and improve defined processes and procedures

  • Excellent interpersonal and relationship building skills and ability to effectively and respectfully work with others

  • Flexible scheduling and work on nights and weekends if required or requested

  • Performs other related duties as assigned


To help you succeed, we provide:

  • Base salary commensurate with experience

  • Complete benefits package, medical insurance, Simple IRA, paid vacation and more!


The job description above is intended to describe the general nature and level of work being performed by the person assigned to this job. Other duties may be assigned as needed.


This is an entry level position, recent college or near college graduates are encouraged to apply!


ProActive Information Management is an equal opportunities employer


Job Type: Full-time

Pay: $16.00 - $20.00 per hour


  • 401(k)

  • 401(k) Matching

  • Dental Insurance

  • Health Insurance

  • Life Insurance

  • Paid Time Off

  • Parental Leave

  • Professional Development Assistance

  • Retirement Plan

  • Vision Insurance



  • 8 Hour Shift

  • Monday to Friday

  • On Call

  • Overtime



  • Windows: 1 year (Preferred)

  • Help Desk: 1 year (Preferred)



  • High school or equivalent (Preferred)



  • Network+ (Preferred)

  • A+ Certified (Preferred)

Benefit Conditions:

  • Waiting period may apply

  • Only full-time employees eligible



COVID-19 considerations: We have full COVID-19 protocols based on guidelines and regulations.