IT Service Desk Technician

Secure Networks is a premier Managed and Cloud Services Provider serving the South Shore and Cape Cod area of Massachusetts. We stay at the forefront of technology, carefully researching and testing every product and service we offer. Our team thrives on efficiency, speed, and reliability - qualities we bring to every task. About the Role We are growing and looking for a IT Service Desk Technician with previous MSP experience to join our dynamic team. In this role, you will tackle escalated tickets using ConnectWise, primarily supporting Windows IT infrastructure, including servers, storage, cloud environments, virtualization, firewalls, routers, and desktops. Key Responsibilities Serve as the first point of contact for technical support inquiries. Troubleshoot and resolve hardware, software, and network issues. Support Microsoft 365 environments, including Office 365, Azure AD, Intune, and SharePoint. Provide technical assistance for Windows 10, Windows 11, macOS, Android, and iOS devices. Configure and support Windows Server (experience preferred). Work with networking technologies - SonicWall and Ubiquiti experience a plus. Utilize MSP tools like ConnectWise, Autotask, Kaseya, or Ninja. Perform remote diagnostics and problem-solving. Escalate unresolved issues to senior support personnel. Track daily activities and maintain detailed logs in ConnectWise. Provide night and weekend coverage as needed (on rotation). What We Offer Health, Dental, and Vision Insurance 401(k) with 4% company match Paid Time Off: 2 weeks' vacation + paid holidays + 5 sick days Ongoing Training & Career Development A team-driven, supportive work environment Our Values At Secure Networks, we believe in: Customer-Centric Service ? No techie talk, clear communication, and a smile in every interaction. Passionate Problem-Solving ? Embrace challenges, strive for perfection, and find solutions beyond ?no.? Professional Excellence ? Present yourself well, listen attentively, and take accountability. Motivation & Growth ? Be a self-starter, eager to learn, and driven to excel. Team Collaboration & Innovation ? Think outside the box, be available, and support the team. Our Commitment to Diversity, Equity & Inclusion (DEI) At Secure Networks, we foster an inclusive workplace where everyone feels valued and empowered. We celebrate diversity in all forms and believe it is essential to our success. We are dedicated to creating a culture of respect, equality, and opportunity for all team members. Experience: ConnectWise: 2 years (Required) License/Certification: CompTIA Network+ (Preferred) *If you live more than an hour away, please DO NOT apply. This position requires travel to client sites on Cape Cod daily*

Created: 2025-10-23