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Posted April 21st

IT Help Desk Support Technician

Norwood, MA

M.S. Walker, Inc. logo


M.S. Walker, Inc.


Importer, Distributor, and Production and Manufacturing

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Posted April 21st

IT Help Desk Support Technician

Norwood, MA






Full Time

About The Position
Who we are: Founded in Boston in 1933, M.S. Walker is a 5th-generation, family-owned wine and spirits importer and distributor, a spirits bottler, and a national supplier. We serve On-Premise and Off-Premise establishments throughout the Northeast, with direct operations in Massachusetts, New York, New Jersey and Rhode Island and brokerage operations in Maine, New Hampshire and Vermont. We represent a budding portfolio of wine and spirits nationwide, including our own brands, and we strive to offer the most prestigious portfolio in the industry. M.S. Walker has built our foundation and future on our people – our employees are truly our greatest asset. Our company boasts a diverse pool of exceptionally special team members who each bring their unique skills and experience to the organization.

Are you looking for a dynamic career path and a company that promotes from within? Are you a tech-savvy individual? Do you enjoy working with smartphones and computers?

From lost, stolen, and damaged wireless handsets to malfunctioning computers, tablets, and more, MSW provides worldwide best-in-class premier support, service, repair, replacement, and delivery. This position resides in the IT team focused on any customer facing solution from processing claims to technical support.

Our Agents are the first point of contact for our employees and our suppliers and command the check-in and check-out experience of user devices. They ask the right questions, listen to users’ needs, take detailed notes, and partner with our Advanced Repair Agents to fully resolve the issue. It's the Consultant Agent's mission to ensure no user is ever left unserved or underserved.

Our Agents quickly and accurately diagnose user technology issues using specialty software and make solution-based recommendations to our users in a timely fashion. This is a highly coveted technology role that is perfect for geeks who thrive on both customer interaction and heads down troubleshooting. Advanced Repair Agents are highly regarded members of the team who are on a mission to rescue users' software and hardware before time runs out.

Our team of Support Technicians have great passion for technology and connecting customers to products that enhance their everyday life. Through providing exceptional customer support and technical expertise we build authentic connections with customers that drive long lasting relationships. You’ll work inside a team environment that is the face of face of MS Walker's operations team delivering our award-winning personalized customer resolution experience.


  • Engage with and reassure customers to deliver outstanding customer service
  • Demonstrate eagerness and excitement to learn more about your customer to help provide them the best product knowledge
  • Be curious, ask probing questions, listen and record details and be able to detect patterns
  • Strive to gain and grow knowledge of MS Walker’s products and culture
  • Be a team-player with a Positive Attitude and a Desire to develop personally
  • Excellent technical, problem solving, and analytical skills
  • Exceptional organizational skills
  • Strong written and oral communication skills
  • Proficient in Microsoft Office
  • Reliable and flexible when it comes to dealing with difficult situations
  • Experience actively using and learning about consumer electronics
  • Explain complex technical issues to customers in a non-technical, simple to understand manner

  • Ownership of the intake of every ticket, the queueing, keywording, editing subject &/or tagging accordingly
  • Manage all aspects of end user hardware inventory including Cell phones; Desk phones; Tablets; Laptops & Desktops
  • Fixes smart phones, tablets & PCs by utilizing tools and processes to triage, determines most effective method to repair, then repairs the device.
  • Engages with customers via remote or face-to-face daily to reveal diagnostic discoveries and make recommendations for protecting and defending user devices who are in need of repair and triage.
  • Delivers an outstanding customer experience within a helpdesk environment (remote or in person) with Outstanding customer service skills
  • Provides resolution to customer issues relating to equipment problems, including but not limited to operational, maintenance and repair aspects of equipment.
  • Meets or exceeds key performance objectives that include service and repair metrics as well as customer satisfaction goals.
  • Complies with all operational policies and procedures.
  • Positively engage with the user during the check-in and check-out process
  • Monitor queues and provide status update to users
  • Clearly communicate with team members and partner with other team members to ensure proper documentation of user requests
  • Strong ability to prioritize and multi-task in a fast-paced environment
  • Utilize the ticketing system to maintain an accurate record of customer information and a real-time status of each repair

If you’re a good fit for the job, you’ll have:

  • Two years’ experience with product service support or troubleshooting electronics
  • Two years’ face-to-face customer service experience
  • Knowledge of mobile devices and operating systems
  • Knowledge of windows devices and operating systems
  • Strong oral and written communication skills
  • Strong teamwork and collaboration skills
  • Strong knowledge of Microsoft Office
  • Apple Certified Macintosh Technician (ACMT)
  • Experience repairing electronics, smartphones, PC/MACs, and game consoles
  • Technical degree or certification in Electronics or Consumer Electronics
  • Previous experience working at IT support/helpdesk
Physical effort and dexterity:

  • Ability to stand for long periods of time up to 100% of shift
  • Ability to lean over to focus on fixing an electronic device up to 100% of shift
  • Ability to stay focused on repair work which involves handling small parts and being dexterous up to 100% of shift
  • Must be good with their hands and able to handle consumer electronics with care
Visual acuity, hearing, speaking:

  • There is potential for specific vision abilities that may be required by this job including close vision, distance vision, color vision, peripheral vision, depth perception & ability to adjust focus.
  • Vocal communications is required for expressing or exchanging ideas by means of the spoken word and/or to communicate with customers and/or users.
  • Hearing is required to perceive information at normal spoken word levels.
Environment and scheduling:

  • Nights and weekend work may be required. Flexible with scheduling changes.
  • Must keep a clean, dust free work environment.
  • Regularly requires working indoors in environmentally controlled conditions.
  • Regularly requires working with others in a close proximity and sharing workspaces.
  • Exposure to various materials including cardboard, various metals and plastics.
  • Exposure to tools or material with sharp edges which may involve the risk of injury.

We offer a Comprehensive Benefits Plan that includes the following:

  • Competitive pay
  • Medical and Dental coverage through Blue Cross Blue Shield
  • Vision coverage through VSP
  • 11 paid holidays annually
  • Paid sick days
  • Vacation time
  • 401K program through Fidelity Investments
  • Disability & Life Insurance packages
  • Career advancement opportunities
  • Discount fitness memberships
  • Work/Life resources
  • Tuition Reimbursement Program
  • Ongoing training to grow your skills
  • Subsidized cell phone plan
Norwood, MA