Job Description
Join our award-winning IT team at Boston Tech Solutions Inc. and become the hero of our 500+ employees! We're seeking a passionate Help Desk Support Specialist to deliver exceptional technical assistance in our downtown Boston headquarters. Enjoy competitive benefits, hybrid work options, and opportunities for growth in a fast-paced tech environment.
Our ideal candidate thrives on solving complex technical challenges while maintaining a customer-first approach. You'll be the first point of contact for all IT-related inquiries, ensuring seamless operations across our organization. If you're ready to transform your technical skills into a rewarding career, apply today!
Responsibilities
- Provide Tier 1/2 technical support via phone, email, and remote assistance for 500+ employees
- Diagnose and resolve hardware/software issues including Windows 10/11, macOS, Office 365, and enterprise applications
- Manage ticket lifecycle in ServiceNow system with 98% first-contact resolution target
- Deploy and configure new workstations, peripherals, and mobile devices
- Document solutions in knowledge base and maintain asset inventory
- Collaborate with network/infrastructure teams on escalated technical issues
- Conduct quarterly IT training sessions for new hires
Qualifications
- 3+ years of enterprise help desk experience with strong customer service focus
- CompTIA A+ or equivalent technical certification required
- Expert knowledge of Windows OS, Active Directory, and Office 365
- Experience with ServiceNow, Jira, or similar ticketing systems
- Ability to troubleshoot network connectivity, VPN, and cloud services
- Excellent written/verbal communication skills with ability to explain technical concepts
- Strong problem-solving skills with analytical approach to complex issues
- Ability to work flexible hours during system maintenance windows