Job Description
Join our dynamic IT team as a Senior Help Desk Specialist in the heart of Boston's tech hub! We're seeking a customer-focused professional to deliver exceptional technical support to 500+ employees across diverse departments. This hybrid role combines on-site troubleshooting at our downtown office with remote collaboration opportunities. You'll work with cutting-edge systems including Microsoft 365, Cisco networking, and ServiceNow while maintaining 99.9% uptime SLAs. Enjoy competitive benefits, professional development stipends, and a collaborative environment that values innovation. Ready to elevate your career in one of America's most vibrant tech ecosystems?
Responsibilities
- Provide Tier 2-3 technical support for hardware, software, and network issues
- Manage ticket lifecycle through ServiceNow with 15-minute response SLA
- Deploy and maintain Windows 10/11 and macOS environments
- Lead on-site hardware refreshes and equipment lifecycle management
- Document procedures and create knowledge base articles
- Train end-users on new technologies and security protocols
- Collaborate with network and security teams on incident resolution
Qualifications
- 3+ years in enterprise-level IT support or help desk role
- CompTIA A+ and Microsoft 365 Certified: Modern Desktop Administrator
- Expertise in Active Directory, Group Policy, and Intune
- Experience with VPN configurations and remote access solutions
- Strong analytical skills for complex troubleshooting
- Excellent written/verbal communication abilities
- ITIL Foundation certification preferred
- Bachelor's degree in Computer Science or related field