Helpdesk Technician

| Greater Boston Area

Smartsheet is seeking to hire a Helpdesk Technician to an already highly established Corporate IT team to provide the highest quality support to both our onsite and remote employees in a professional environment. We’re looking for a talented, self-motivated, and service-oriented individual with high integrity who can make an immediate, positive impact. You will also work in collaborating, participating in the design and implementation of new services and programs.

This position reports to our Help Desk Manager and is based out of Smartsheet Offices in Boston, MA.

Responsibilities:

  • Provide 1st tier support to identify, investigate and resolve technical problems
  • Monitor the request queue and provide direct support to users regarding their issues or escalate as needed
  • Provides day-to-day technical support to employees for internal desktop systems software and hardware
  • Installs, configures and troubleshoots desktop systems, workstations, and laptops
  • Communicates highly technical information to both technical and non-technical personnel
  • May participate in development of information technology and infrastructure projects
  • Review existing documentation for areas of improvement
  • Submit knowledge entries to allow greater first call resolution
  • Assist with office space and tenant improvement projects, including facility expansions and relocations
  • Maintain IT department- Organize supplies, purchase and recommend improvements as necessary
  • Other duties as required

Requirements:

  • 2-5 years of relevant experience
  • Desire to interact with end users or clients in a courteous, professional manner
  • Strong customer service skills
  • Strong communication skills
  • Knowledge of Mac\Windows clients used in a corporate environment
  • Understanding of Active Directory, group policy and the Windows security model
  • Experience in troubleshooting TCP/IP network environment
  • Experience troubleshooting hardware, PCs, laptops, printers, and a variety of mobile devices
  • Demonstrated ability to handle multiple projects and assignments
  • Demonstrated ability to manage work schedules, project and task priorities
  • Demonstrated problem-solving skills and attention to detail
  • Experience in desktop support environment- Ticketing system, direct and on-call contact with customer, team-oriented environment
  • Experience troubleshooting PC desktops and laptops, software, hardware, Microsoft office suites, email, printers and peripherals
  • Flexible schedule as this job may require extended support hours, occasional night, weekend and some on-call work
  • Legally eligible to work in the U.S. on an ongoing basis
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Technology we use

  • Engineering
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages

Location

We are located in Boston's Leather District near a host of great restaurants and bars, as well as 6 minutes walking distance from South Station.

An Insider's view of Smartsheet

How would you describe the company’s work-life balance?

“Working at Smartsheet, you quickly realize that everyone is Smart and driven. That being said, you also find a culture built on honesty, authenticity and support. The work-life balance is paramount to Smartsheet and teammates are empowered to have a schedule that works for them best. "No one size fits all."

Innocent

Tech Support

What does your typical day look like?

“Working at Smartsheet is challenging, but rewarding. Change happens quickly, innovation is encouraged, and we are constantly improving our product and how we serve our customers.”

Olivia

Senior Product Trainer

What makes someone successful on your team?

“Working at Smartsheet has epitomized what a successful SaaS organization should look like. Every day, I am held to the highest standard by my peers, leadership, and our customers. What I enjoy most in particular about Smartsheet is how the entire team is driven by the same identity: To empower everyone to improve how the work.”

Paul

Solutions Implementation Manager

How do you empower your team to be more creative?

"Our employees have a track record of innovating and problem solving. Too often hiring managers give out high points for the type of logos recruits have on their resume or for their impressive academic background. We take a different approach by focusing on who has the technical chops to get stuff done and make a positive impact for our customer"

Mahesh

Senior Director of Engineering

What’s the vibe like in the office?

“As Senior Software Development Engineer at Smartsheet I am excited to go to work every day. I love collaborating with all my wonderful teammates building amazing products at Smartsheet. I work with a team of talented and driven people, striving to build the best work management and collaboration product on the market.”

Jenny

Senior Software Development Engineer

What are Smartsheet Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Health Insurance Benefits
Perks & Discounts
Casual Dress
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