Help Desk Support, Sr. jobs in Massachusetts

Job Description:

Plumbers’ Supply Company is looking to add a key member to its IT team to support its growing business. Plumbers’ Supply is a plumbing, heating and HVAC distributor with 270 employees and 20 locations throughout Massachusetts, Rhode Island and New Hampshire. Plumbers' internal IT team provides critical and timely support to all of our employees across a variety of business applications and platforms, escalating to 3rd party support as needed.

The ideal candidate for this role has a 1- 3 years’ experience or equivalent education and/or professional certification working with employees or clients on a variety of general IT support matters. They have an entrepreneurial mind set and demonstrate an overall positive, can-do attitude. They are a great teammate, respectful of established protocols and processes while consistently looking for ways to improve IT processes and applications. They are a lifetime learner who enjoys discovering new technologies and is constantly looking to expand their IT skillset.

This role will report to Plumbers’ Supply’s IT Manager with regular and direct visibility to the owners of the company.

This is an onsite position based out of Plumbers’ Supply’s headquarters located at 922 Flaherty Drive, New Bedford, MA. IT support provided to Plumbers’ Supply’s branch employees will primarily be accomplished via the phone and/or by remote access to the users’ session. Occasional branch site visits will be required (travel costs will be reimbursed).

Experience/Skills Level Required:

Required Skills:

· Experience with Windows 10/11 operating systems configuration and administration

· Experience with Windows Server operating systems configuration and administration

· Experience with remote support tools such as TeamViewer and ConnectWise

· Working knowledge of Remote Desktop connectivity and Terminal Services

· Familiarity with support of mobile devices and operating systems such iOS and Android

· Working knowledge of computer hardware components, diagnostics, and repair

· Familiarity with Unified Communications applications and platforms

· Working knowledge of common business applications such as Microsoft Office Productivity Suite

· Familiarity with Microsoft Active Directory Domain Services

· Experience with end user account administration and employee onboarding/offboarding

· Fundamental knowledge and the ability to troubleshoot common networking protocols and services

· Ability to create and maintain clear and concise systems documentation

· Experience working with a Ticketing System

Preferred Skills:

· Familiarity with Linux operating systems configuration and administration

· Experience with device imaging and deployment

· Experience working with a hybrid directory services environment

· Experience with Microsoft 365 Tenant Administration

· Familiarity with virtualization technologies

· Familiarity with network infrastructure including Routers, Switches, WAPs and Security Appliances

Responsibilities:

· Provides day-to-day tier 1 remote support to all levels and departments of the organization including:

o End –user PCs, Thin Clients, Mobile Devices, and Terminal Services Sessions

o Phone, Voice, Email and Fax Communications

o LAN, WAN, and Internet Communications

o Printing and Document Management

· Travels to and provides on-site support as required to all our branch locations

· Ensures all assigned tickets are tracked and resolved in an efficient manner providing regular status updates

· Identifies and escalates tier 2 and beyond tickets to the appropriate internal or external support

· Tracks support requests escalated to 3rd party vendors and service providers

· End to end user account administration

· Prepares and deploys new end-user devices

· Prepares and deploys network and other systems equipment as directed

· Creates and maintains end-user help articles and documentation

· Creates and contributes to internal technician articles and documentation

· Assists with and performs higher level support and project tasks as assigned

· Occasional physical effort (ie. Lifting and moving IT systems equipment)

· Occasional weekend, evening, or other non-standard work hours may be required

Qualities and Skills Required:

· Excellent interpersonal, oral and written communication skills

· Detail oriented, with excellent time management skills

· Logical thinker with strong troubleshooting and problem-solving skills

· Strong organizational skills and ability to multi-task

· Ability to recognize and prioritize support cases based on operational impact

· Comfortable training new and existing employees on technology

· Self- motivated with ability to work independently as well as in a team environment

· Ability to learn new systems and technologies quickly

· Ability to provide excellent customer service and support to end users with varying levels of technical aptitude

· Attentive to emails and other communications and is consistent and reliable

Preferred Certifications and/Education

· IT Associates Degree (or equivalent Experience)

· CompTIA A , Network

Compensation & Benefits

· Salary: Competitive and commensurate with relevant experience and skills.

• Benefits: Comprehensive healthcare options (BCBS); 401(k), Generous profit sharing plan
• Paid Vacation
• Holiday’s / Sick Time / Bereavement / Company paid Life insurance and Long Term Disability

About Plumbers’ Supply Company

Plumbers’ Supply Company, headquartered in New Bedford, Massachusetts is a growth orientated wholesale distributor of plumbing, heating and air conditioning equipment and supplies. We operate seventeen wholesale branches and three kitchen and bath showrooms located throughout Massachusetts, Rhode Island and New Hampshire.

We are committed to meeting the needs of our customers by stocking an extensive plumbing, heating and HVAC inventory at all of our locations and by serving our customers with a dedicated and knowledgeable staff.

We distribute quality product lines such as Kohler, Uponor, Weil McLain, Lochinvar, Rinnai, RUUD Heating & Cooling products, Fujitsu, Viessmann and many more. To keep our branches fully stocked, each location is replenished daily with an inventory shipment from our 175,000 square foot distribution center.

The breadth of our product lines, the extensive inventory on hand at our branch locations, the support of a fully stocked 175,000 square foot distribution center, a knowledgeable and well trained staff and the advantage of being a closely held business allows Plumbers’ Supply Company to provide the highest level of service and support to our customers.

Why Work at Plumbers’ Supply

Plumbers’ Supply Company is a third generation family owned business. The business has grown at a rapid pace over the last few years, primarily fueled through acquisitions, branch openings and ownerships’ continued reinvestment in the business.

Plumbers’ Supply presents an exciting opportunity for candidates to work directly with the IT Manager and company leadership to support the IT needs of an expanding business. In this position an individual can play a vital role in driving and further developing Plumbers Supply’s IT environment.

Plumbers’ Supply’s headquarters is located in the New Bedford Industrial Park, just minutes off Route 140. This is a beautiful facility with 25,000 square feet of newly constructed office space.

In addition to brand new offices and conference rooms; the facility several amenities for employees to take advantage of; these include an employee gym open 24 hours, a basketball hoop and an expansive patio for team members to enjoy during lunch or during breaks.

Job Type: Full-time

Pay: $20.31 - $24.46 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Experience level:

• 1 year
• 2 years

Schedule:

• Day shift
• Monday to Friday
• Weekends as needed

Ability to Commute:

• New Bedford, MA 02745 (Required)

Ability to Relocate:

• New Bedford, MA 02745: Relocate before starting work (Required)

Work Location: In person