Help Desk Technician

At Systems Engineering, our mission is to enable exceptional outcomes for our clients, employees, and the community. 

We are currently seeking a full-time Help Desk Technician to join our highly skilled team of IT professionals. Our Help Desk plays a pivotal role in enhancing the client experience and delivering our Managed IT Services. The team provides end-user technical support for software, hardware, and network issues via telephone and email requests. 

We are looking for a client-focused problem-solver who thrives on delivering high quality and timely technical solutions through effective troubleshooting and triage.

Responsibilities:  

• Provide frontline technical support to clients, identifying, troubleshooting, and resolving technology challenges. 
• Coordinate with client teams, as well as technology vendors, to support new and existing technology solutions. 
• Continuously learn, share knowledge, and implement improvements and automation for efficient client support. 
• Assist in delivering client training on new software and technologies. 
• Update and maintain client documentation accurately. 
• Adhere to strict confidentiality policies with respect to client information being accessed, processed, or stored. 

• 2+ years in a high-volume service Help Desk environment with demonstrated troubleshooting skills.
• Proficiency in communicating with both technical and non-technical stakeholders via phone and email.
• Ability to solve problems across user technology platforms, including operating systems, productivity software, and cloud services.
• Familiarity with a range of technologies, including email systems, virtualization, network infrastructure, data replication, backup solutions, and remote access tools.
• Strong attention to detail, with the ability to think critically and analytically when researching problems and identifying potential solutions.
• Strong prioritization and organizational skills, with the ability to manage multiple tasks and projects effectively.
• A passion for new technology and a commitment to continuous learning.

Our Benefits & Culture: 

The employees of Systems Engineering are our most valuable resource. The work we do collectively has made Systems Engineering a Best Places to Work Company in Maine for over a decade. We pride ourselves on delivering great outcomes for our clients and our communities by cultivating a culture focused on continuous learning, collaboration, and community impact. Our team values professional growth, innovation, and a supportive environment where everyone can thrive.
 

Systems Engineering has three office locations: Our Portland, Maine office is located in the heart of the Old Port in downtown Portland positioned centrally to the waterfront, trails, parks, and restaurants. Our Pineland Farms Office is located at Durham Hall on the Pineland Farms Campus, New Gloucester, Maine. Our New Hampshire office is located in the vibrant city of Nashua.

In addition to a competitive salary, our benefits include:

• Employer 401(k) matching contributions.
• Short-Term Incentive Plan (STIP) tied to individual and company performance.
• Comprehensive medical, dental, life, and disability insurance.
• Paid Time Off starting with 17 days PTO, nine paid holidays, two weeks paid parental leave, and paid volunteer time.
• Engaging wellness programs including health coaching, fitness facilities, and company-sponsored events.
• Career mobility, professional development, and training opportunities.
• Business casual work attire and a dynamic, fun, and active community culture. 

Due to the nature of our business and the requirements of ITAR regulations, this role may require access to controlled information and technology. Candidates must be U.S. citizens or lawful permanent residents and be willing to undergo a thorough background check as part of the employment process. 

Systems Engineering values diversity and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by law.