F.W. Webb, New England’s largest wholesale distributor of plumbing, heating, HVAC and industrial supplies is seeking a full-time Technical Support Analyst for its IT Deparment in Bedford, MA location.

Responsibilities:

• Troubleshooting and resolving LAN/WAN performance connectivity and related network problems
• Troubleshoot, diagnose, repair and maintain PC hardware and software. Including all versions of Windows and Microsoft Office
• Assist in server maintenance and special projects/tasks
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email issues, VOIP, wireless devices and more
• Understand applications database structure and its integration
• Research, resolve and respond to the user questions and problems received via telephone calls, e-mails and call backs in a timely manner and in accordance with standards.
• Keep end users informed about the status of issues. Communicate with end users, using customer services skills and diplomacy to resolve situations.
• Maintain a positive and helpful attitude while dealing with high priority situations or levels of frustration by end users.
• Phone support for 2000 + users
• Perform operational tasks.
• Perform special projects and assignments as requested by management.
• Independently research technical issues.
• Must be able to travel with short notice in rare occasions.
• Weekend, evening, or other non-standard work hours may be required.
• Occasional physical effort (e.g. lifting, moving computer equipment).

Qualifications:

• Excellent communication and organizational skills.
• Strong problem-solving skills.
• Strong self-initiative and sense of urgency with excellent follow-up skills.
• Working experience with LAN and WAN environments
• Active Directory experience
• Server 2016/2019 knowledge
• Understanding Wi-Fi and how it works
• Experience with Windows networking and file sharing.
• Windows System Administration knowledge and experience
• Effective interpersonal skills.
• Ability to work independently, take initiative, make decisions, and take ownership.
• Demonstrate the ability to work on multiple projects, define tasks and assign priority levels with minimal supervision.
• The desire to go the extra mile.
• Strong desires to learn, grow, and be a responsible team player.
• Must possess strong work ethic, dependability, and good judgment.

Job Type: Full-time

Pay: From $58,000.00 per year

Benefits:

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

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekend availability

Work Location: One location

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