Job Description
Join Boston's Premier Tech Team! We're seeking a passionate Help Desk Support Specialist to deliver exceptional IT experiences to our dynamic workforce. As a cornerstone of our IT department, you'll empower colleagues through timely technical solutions while advancing your career in a collaborative, growth-oriented environment. Enjoy competitive benefits, professional development opportunities, and the chance to work with cutting-edge technologies in Boston's vibrant innovation hub.
Responsibilities
- Provide Tier 1-2 technical support for hardware, software, and network issues via phone, email, and in-person
- Manage service desk tickets using ITSM tools (e.g., ServiceNow) with SLA adherence
- Deploy and configure desktop/laptop systems, peripherals, and mobile devices
- Administer user accounts, permissions, and access controls across Active Directory
- Create and maintain technical documentation, knowledge base articles, and SOPs
- Collaborate with network, security, and infrastructure teams on complex resolutions
- Conduct user training on IT systems and security best practices
Qualifications
- 3+ years of enterprise-level help desk or desktop support experience
- CompTIA A+/Network+ certification or equivalent technical training
- Expertise in Windows OS, Microsoft 365, and endpoint management tools
- Strong diagnostic skills for hardware/software troubleshooting (e.g., printers, VPN, Office apps)
- Experience with ITIL processes and service desk ticketing systems
- Excellent communication skills with ability to translate technical concepts for non-technical users
- Ability to prioritize tasks and manage competing demands in a fast-paced environment