Focus Technology · 20 hours ago
Help Desk Engineer
United States
Full-time
Remote
Entry, Mid Level
$55K/yr - $65K/yr
2+ years expFocus Technology Solutions Inc is a growing company looking to add two energetic Help Desk Engineers to their team. The role involves providing remote technical support to clients, troubleshooting a variety of IT issues, and ensuring excellent customer service in a fast-paced environment.
Cloud ComputingVirtualization
Responsibilities
Serves as a first point of contact for all technical support issues
Accurately diagnose, prioritize, troubleshoot and resolve hardware, software, and network issues to provide immediate support to customer end users
Guides customers through step-by-step solutions and document the process for reference and quality assurance
Monitors ticketing system and ensures tickets are addressed in a timely fashion
Performs preventative maintenance for customers including server updates, checking backups, anti-virus and application maintenance
Provides remote support to customers over the phone using remote assist tools
Assists in maintenance of servers, as well as all applications in use by customers
Delivers a high level of customer service responding to customers quickly and comprehensively
May triage between customers and vendors to assist in resolving customer issues with hardware, software, communications (networks/ISP's), phone systems, PDAs, and desktop applications
Balances high volume of requests/issues with a sense of urgency, tact and diplomacy while meeting deadlines/expectations
Assumes flexibility with rotating schedules providing on-call support and 4x10 work schedule, as assigned
Applies technical knowledge and systems/software expertise to identify root cause of issues and responding and articulating solutions
Collaborates with teammates to further develop self-knowledge of technology while also supporting teammates to meet or exceed customer solutions
Tracks requests and solutions, delivering metrics, establishing trends and outliers, delivering standard reports for management review periodically
Addresses customer needs and concerns appropriately and promptly, escalating tickets to the appropriate team member as needed
All other duties, as assigned
Qualification
Required
Level 1 help desk experience required, level 2 a plus
Strong knowledge and proficiency with Microsoft Office products (Word, Excel, PowerPoint), networks and systems such as HP and Dell
Experience with LAN, WAN, and WLAN technologies
Knowledge in implementation and troubleshooting network devices
Configures and troubleshoots VPNs for end user access
Technical knowledge of storage, virtualization, and compute across multiple vendors
Experience working with diverse environments
Demonstrated positive and professional interpersonal skills, as well as strong written and verbal communications skills
Exceptional customer relations skills to engage and service customers effectively based on the company's values
Strong organizational, multi-tasking, detail-oriented and time management skills
Consistently maintains a high attention to detail
Works independently and collaboratively to resolve problems and manage demands on time and deliverables
Strong documentation skills
Adaptability to changing priorities, as needed
Positive teamwork skills
Maintains a high level of confidentiality, professionalism and a courteous demeanor
2+ years of experience in a help desk or technical support role, preferably within an MSP environment
Prior experience working with and troubleshooting Microsoft Office 365
Associate or bachelor's degree in information technology, computer science, related field, or equivalent work experience
Preferred
Industry-recognized certifications such as CompTIA A+, Network+, Microsoft, or similar are preferred
Company
Focus Technology
Focus Technology began in 1997 as a team of skilled IT engineers and consultants with a single vision — helping companies maximize their technology to meet their business goals.
51-200 employees
H1B Sponsorship
Focus Technology has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2022 (1)
2021 (1)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Seacoast Capital Partners
2023-11-29Private Equity
2023-11-29Debt Financing
Leadership Team
Michael Godfrey
Exec VP, Engineering
Bruce Crochetiere
Shareholder
Recent News
NH Business Review
2025-06-16
2023-11-29
Company data provided by crunchbase