{"id":4222768,"url":"https://alion.io/job/kelley-create-help-desk-technician","title":"Help Desk Technician","company":{"id":2296839,"name":"Kelley Create","domain":"kelleycreate.com","url":"https://alion.io/company/kelleycreate","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"B","score":70,"open_postings":18,"ghost_share":0.5,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Burlington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":20,"max":25,"currency":"USD","period":"hour","gross":null,"usd_annual":50000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-11-13T06:13:11Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-13T06:13:11Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":0},"description":"Kelley Create is a dynamic and innovative business technology company dedicated to helping our partners grow their businesses while supporting the wild success of our co-workers and ourselves. We pride ourselves on delivering exceptional customer service and are committed to driving growth and success in our industry.\nSummary\nThe Help Desk Technician is primarily responsible for providing helpdesk support for client end users, which may include onsite or remote diagnosis and repair, performing planned system maintenance on client networks, and troubleshooting support requests and systems analysis, including consulting with users, to determine hardware, software, or system functional specifications. Hardware may include workstations, printers, servers, firewalls, switches, and phones. Support requests may entail tier I/II issues related to active directory management, line of business applications, routing/switching, server and network hardware, or their associated services and roles.\nEssential functions of the job\nProvide IT support relating to technical issues involving Microsoft’s core business applications and operating systems\nSupport of disaster recovery solutions\nProvide basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security\nProvide basic remote access solution implementation and support: VPN, Terminal Services, and Citrix\nMonitor remote monitoring and management system alerts and notifications; respond accordingly through service tickets.\nPerform system documentation maintenance and review in ConnectWise\nRespond to queries professionally, timely and accurately. Communicate with customers as required including keeping them informed of incident progress or notifying them of impending changes or agreed outages.\nImprove customer service, perception, and satisfaction\nWork with the Service Desk Dispatcher to ensure requests are routed to the proper resource to be resolved quickly and efficiently\nEscalate service requests that require engineer-level support\nEnter time and expenses in ConnectWise according to company procedures\nComplete assigned training materials and blueprints on the ConnectWise University\nWork through project tickets and phases in ConnectWise as assigned by a Project Manager\nEnter all work as service or project tickets into ConnectWise\nMaintain positive, cooperative, and team-oriented relationships with co-workers, supervisors, managers and others you come into contact with through your job.\nOther duties as assigned.\nCompetencies:\nTo perform the job successfully, an individual must demonstrate the following competencies to perform the essential functions of this position.\nCustomer Focus: The individual needs to demonstrate understanding and compassion for concerns and issues. The individual should promptly address customer inquiries and complaints and go above and beyond to ensure customer satisfaction.\nCommunication Skills -Clearly and effectively communicate with customers and team members. Writes concise, clear, and professional emails and messages. Pays full attention to customers, understands their needs, and responds appropriately. \nProblem-Solving Skills: The individual identifies the root cause of customer issues and develops effective solutions. They think outside the box to resolve customer problems and improve service. They make sound decisions quickly to address customer needs and issues.\nTime Management: The individual effectively prioritizes tasks to manage multiple customer inquiries and issues. Completes tasks.\nAdaptability -The individual adapts to changing customer needs, policies, and technologies. Remains calm and effective under pressure during high-volume periods. Quickly learn new procedures and systems as required. \n Skills and abilities\nAbility and desire to provide exceptional customer service\nAbility to act with a sense of urgency while paying attention to detail\nAbility to multi-task effectively and thrive in a fast-paced environment\nAbility to communicate in a positive, effective, and efficient manner\nAbility to work independently and as part of a team\nAbility to prepare, organize, and present information to groups of people\nAbility to match solutions to prospective client needs\nAbility to work after-hours and on-call shifts\nTechnical skillset in hardware setup and troubleshooting\nTechnical skillset in Windows operating systems: Windows (XP,7,8,10) Windows Server (SBS,2008 R2,2012, etc.)\nProficient with typing, use of Microsoft Office Applications, and the Internet\n Qualifications:\nMinimum of one (1) year of experience in an IT bench, support, or consulting role\nMinimum of one (1) year of experience with Microsoft Exchange & Microsoft Active Directory\nMinimum of one (1) year of experience with LAN and WAN configuration, setup, and troubleshooting \nMinimum of one (1) year of experience providing excellent exceptional service directly to end users\nA BA/BS in related field is preferred\nOne or more of the following industry certifications Net+, MCSA/E, MOS, CCNA, are preferred\nMust have reliable transportation\nTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.\nLanguage Skills:\nRead and interpret documents such as safety rules, invoices, SOP, and instructions; write routine reports and correspondence. Effectively present information in one-on-one situations and small group situations to customers or vendors, and other employees.\nMath Skills:\nAdd, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; compute rate, ratio, and percent and draw and interpret bar graphs.\nReasoning Ability:\nApply common sense understanding to carry out instructions furnished in written, oral, or diagram form; to deal with problems involving several concrete variables in standardized situations. Identifies problems, gathers information, and offers solutions.\nComputer Skills\nProficiency with Microsoft Word, Excel, and Outlook is required. Proficiency with email is required.\nPhysical requirements essential to perform the duties of the job\nFrequently communicates with co-workers, customers, and vendors in person, on the telephone, and the computer to aid\nFrequently operates a motor vehicle while traveling to client site\nFrequently exposed to outside elements when traveling to client site\nFrequently sits and/or stands for long periods\nFrequently uses the computer with fingers and hands for documentation, research, and troubleshooting\nFrequently work in a well-lit, tempered room\nFrequently views the computer to perform duties\nFrequently bends, stoops, kneels, or climbs when installing or moving computers, monitors, servers, etc.\nOccasionally lifts objects such as office supplies, computers, monitors, and servers that can weigh up to 50 pounds\nWhile performing the duties of this job, the employee is regularly required to sit for long periods. The employee is also frequently required to talk and hear on the telephone and in person with individuals and groups. The employee must be able to reach with hands and arms. Type frequently throughout the day. Vision is required as the incumbent is required to read and respond to documents in hard copy and electronic form.\nCompetitive Benefits Package Include:\nMedical Insurance\nDental/Vision Insurance\nLife Insurance\nFlexible Spending Account Options\nSupplemental insurance\n401K with company match\nProfit Sharing upon goal attainment\nPaid Time Off\nPaid Holidays\nOngoing training opportunities\nMust have reliable transportation and pass pre-employment screening.\nEqual Opportunity Employer\nKelley Create is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, or veteran status. In addition to federal law requirements, Kelley Create complies with applicable state and local laws governing nondiscrimination in employment. 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