Help Desk Technician

LOCATION: Franklin, MA


The Help Desk Technician ensures proper computer, telephone, printer, network, mobile device management, and software operations so that end users can accomplish business tasks.


  • Escalate issues as required.
  • Provide user support to end users and on occasion, external customers, including but not limited to software applications, hardware, policies, best practices, and security.
  • Manage, and evolve the IT Help Desk ticketing system and procedures to ensure robust and effective helpdesk support to the organization.
  • Responsible for maintenance, upgrades and migrations of desktop computers, hardware, and software.
  • Perform routine system health checks and software updates.
  • Develop help sheets and frequently asked questions (FAQs) for end users and IT technicians.
  • Maintain asset inventory; record and track computers/hardware.
  • Prepare all equipment for salvage disposal.
  • Contribute to the evaluation of new solutions, technologies, hardware, and software.
  • Assist in the overall backup and disaster recovery strategy.
  • Participate in the management of security software.
  • Work in compliance with all safety guidelines.
  • All other duties and responsibilities as assigned.


  • 2+ years of relevant experience.
  • Minimum 2+ years of experience in helpdesk support, networking support, and troubleshooting in a corporate environment of 100+ users.
  • Knowledge of imaging techniques and remote software deployment.
  • Knowledge of Microsoft Teams/Zoom/LogMeIn/SOTI
    Windows OS (desktop and server) – (Linux and MAC OS a plus).
  • Strong hands-on skills with Microsoft Windows and Microsoft Office 365.
  • Demonstrated network troubleshooting techniques and ethernet cable termination skills.
  • Other beneficial skills - Enterprise Resource Planning software (ERP), Epicor business software, Exact Synergy workflow and document management software, Communications and VOIP, SOTI MDM software, VMware, Terminal Server, and Firewall skills.
  • Strong verbal, organizational, and written communication skills.
  • Provide excellent customer service; ability to build strong team relationships with diverse internal and external customer groups.
  • Adaptive to changing priorities and customer requirements.


Apply using the form below.


Contact Info

CCT Global Headquarters
135 Constitution Boulevard
Franklin, Massachusetts 02038
+1 (800) 370-8566


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