Job Description
Join our award-winning IT support team in Boston and kickstart your career with a $5,000 sign-on bonus! We're seeking a passionate Help Desk Support Specialist to deliver exceptional technical assistance to our diverse workforce. As a key member of our digital transformation initiative, you'll troubleshoot hardware/software issues, implement cybersecurity best practices, and drive user satisfaction across 500+ employees. Enjoy competitive benefits, professional development opportunities, and a collaborative environment in Boston's thriving tech corridor.
Responsibilities
- Provide Tier 1/2 technical support for 500+ users via phone, email, and remote tools
- Diagnose and resolve hardware/software issues including Windows/macOS, Office 365, and network connectivity
- Document all incidents using ITSM tools (ServiceNow) with 98% SLA adherence
- Deploy and manage mobile devices (iOS/Android) through MDM solutions
- Conduct user training on cybersecurity protocols and new system rollouts
- Collaborate with vendors for hardware procurement and software licensing
- Support office IT infrastructure including printers, AV systems, and conference rooms
Qualifications
- 2+ years in technical support/help desk environment
- CompTIA A+ or equivalent certification (preferred)
- Proficiency in Active Directory, SCCM, and VPN technologies
- Experience with ticketing systems (ServiceNow, Jira)
- Strong problem-solving skills with customer-first approach
- Knowledge of ITIL framework and change management processes
- Bachelor's degree in Computer Science or related field (or equivalent experience)
- Valid driver's license for occasional off-site support