Desktop Support Technician

Description


FHC is a growing company, and we want you to be part of it. We have been in business for over 25 years, are family-owned, and are seeking motivated and compassionate individuals who strive to provide exceptional customer experiences and services while complying with federal and state guidelines. Our safety protocols meet or exceed mandated standards. FHC has an expansive portfolio of clients in both the Public & Private Sectors.

Summary

The Desktop Support position provides technical assistance for onsite employees as well as a remote workforce in supporting a Windows 11 environment. Responsibilities include, but are not limited to hardware\software installation, image creation and deployment, troubleshooting of desktop and laptop computers, account creations and maintenance as well as some networking. The candidate must be reliable and friendly and be able to work collaboratively in a team environment. Candidate must also have 3+ years of experience working in a technical support role.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Provide technical support and troubleshooting for desktop hardware and software issues both in person and over the phone.
• Install, configure, and maintain desktop operating systems and applications for employees.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Set up and configure user accounts and permissions.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Image new computer hardware in preparation for deployment to end-user, install and update computer software.
• Support key (Artiva) application which is our CRM.
• Collaborate and escalate within the IT team to determine and resolve problems in a timely manner.
• Manage helpdesk ticketing system, provide regular updates to users. Manage requests to meet business SLA's
• Must be flexible to work occasional Saturday Shifts (Friday off on that week)
• Schedule for this role Monday:12:30 PM - 9:00 PM, Tuesday-Friday: 11:30 AM - 8:00 PM + Rotating Saturday: 10:00 AM - 6:30 PM

Position Requirements

Competencies

• Computers and Electronics - Knowledge of Windows 11, MS Office 0365, Active Directory and Manage Engine (or equivalent Help desk application)
• Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Time Management - Managing one's own time and the time of others.
• Systems Analysis - Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
• Strong customer service skills with the ability to communicate technical information to non-technical users.

Required Education and Experience

• 3+ years working within a Desktop Support environment.
• Solid understanding of Networking LAN/WAN.
• Experience supporting VOIP environments in terms of troubleshooting network backbone components through to softphones desired.
• Experience with help desk software and remote support tools.
• Proficiency in troubleshooting desktop hardware and software issues.
• Understanding of firewall concepts and network security principles.
• Hardware - Desktops, Laptops, Multifunctional Network Printers, VOIP phones.
• Software - Microsoft Windows 11, Microsoft Office 365, Microsoft Active Directory and Manage Engine.

Work Environment

• Call/Contact Center; In-Office
• Federal and State contractor.

Working from Home Requirements :

• This role might support occasional remote work in some circumstances.
• Reliable high-speed internet (hard wired ethernet connection required) with minimum of 25 MBPS for Upload and Download speeds.
• Private, quiet, and distraction free room/office space
• Adhere to Telecommute Policy in its entirety

Physical/Mental Demands

• Physical Demands - While performing the duties of this role, an employee is frequently required to sit, talk, or hear, in person and by telephone; use hands to operate standard office equipment; reach with hands and arms. The employee is occasionally required to stand and walk and to lift and carry reports and records weighing up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
• Mental Demands - While performing the duties of this role, employees are regularly required to use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines; and interact with vendors and staff in the course of work.

Security Clearance Requirements

• Must be able to pass Federal background screening and/or state level criminal background screening.

This job description provides the basic requirements for this role and may include additional functions not listed.

If you need accommodation as part of the employment process, please contact Human Resources at View email address on click.appcast.io.

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Full-Time/Part-Time
Full-Time

EOE Statement
F.H. Cann & Associates Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, handicap, veteran status, or any other protected class under applicable law. As a Federal Contractor, we encourage priority referral of protected veterans under VEVRAA. F.H. Cann & Associates Inc. provides reasonable accommodation for qualified individuals protected by section 503 of the Rehabilitation Act of 1973, VEVRAA and the ADA in accordance with applicable law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

If you need accommodation as part of the employment process, please contact Human Resources at View email address on click.appcast.io.

Division
Corporate

Exempt/Non-Exempt
Non-Exempt

Location
FHC - North Andover

Category
Information Technology

Shift
Swing

Position
Desktop Support Technician

Req Number
INF-26-00001

Open Date
4/9/2026


This position is currently accepting applications.