Job Description
Join TechNova Solutions' elite IT support team in Boston! We're seeking a passionate Help Desk Specialist to deliver exceptional technical support to our Fortune 500 clients. This hybrid role combines hands-on troubleshooting with strategic problem-solving in a cutting-edge environment. Enjoy competitive benefits, professional development stipends, and the opportunity to work with industry-leading technologies. Your expertise will directly impact our clients' digital transformation journey while advancing your career in one of America's most innovative tech hubs.
Responsibilities
- Provide Tier 2/3 technical support for Windows/macOS systems, networking infrastructure, and cloud applications
- Diagnose and resolve complex hardware/software issues using remote management tools and ticketing systems
- Develop and maintain comprehensive technical documentation and knowledge base articles
- Collaborate with engineering teams on system upgrades and security patch deployments
- Train end-users on new technologies and security best practices
- Monitor system performance metrics and proactively address potential bottlenecks
- Lead incident management during critical outages with SLA-driven response protocols
Qualifications
- 3+ years of enterprise-level help desk experience with Windows Server and Active Directory
- CompTIA A+/Network+ or equivalent certifications required
- Expertise in ServiceNow or Jira ticket management systems
- Strong scripting skills (PowerShell/Bash) for automation tasks
- Experience with VoIP systems and endpoint security solutions
- Ability to communicate complex technical concepts to non-technical stakeholders
- ITIL Foundation certification preferred
- Bachelor's degree in IT or related field