Job Description
Join TechSolutions Inc., a leading IT innovator in Boston's Seaport District, as we revolutionize enterprise support. As our Help Desk Support Specialist, you'll be the frontline hero empowering 500+ employees with seamless technical solutions. Enjoy a collaborative culture, cutting-edge tools, and opportunities for growth in one of America's most vibrant tech hubs.
Why TechSolutions?
• Comprehensive health/dental/vision plans
• 401k with 6% company match
• Quarterly professional development stipend
• Flexible hybrid work schedule (3 days office/2 days remote)
Responsibilities
- Provide Tier 1-2 technical support for hardware, software, and network issues via phone, chat, and ticketing systems
- Diagnose and resolve 95%+ of incidents within SLA targets using ITIL methodologies
- Manage Active Directory accounts, software installations, and security protocols
- Create and maintain comprehensive documentation for troubleshooting procedures
- Collaborate with senior engineers on complex system outages and escalations
- Train end-users on new technologies and security best practices
- Monitor system health and proactively address potential risks
Qualifications
- 3+ years of enterprise-level help desk experience in Windows/macOS environments
- CompTIA A+ or equivalent ITIL certification required
- Expert knowledge of Active Directory, Office 365, and remote desktop tools
- Exceptional troubleshooting skills with network printers, VPNs, and mobile devices
- Strong written/verbal communication with ability to translate technical concepts
- Experience with ServiceNow or Jira ticketing systems
- Ability to work rotating on-call shifts during critical incidents