Job Description
Join our award-winning IT team as a Senior Help Desk Specialist in Boston's thriving tech hub! We're seeking a customer-focused expert to deliver exceptional technical support to 500+ employees across multiple sites. This high-paying role offers competitive compensation, comprehensive benefits, and clear career advancement paths. You'll leverage cutting-edge tools to resolve complex issues while maintaining our 99.9% uptime SLA. Enjoy a modern downtown office with flexible work options and professional development stipends.
Responsibilities
- Provide Tier 2/3 technical support for Windows/macOS, cloud applications, and mobile devices
- Manage service tickets in ServiceNow with 15-minute response SLA
- Lead system implementations including hardware refreshes and software deployments
- Develop and maintain self-service knowledge base articles
- Collaborate with network and security teams on incident resolution
- Train end-users on new technologies and best practices
- Analyze support metrics to identify improvement opportunities
Qualifications
- 5+ years of enterprise-level help desk experience
- Expertise in Active Directory, Office 365, and Intune
- CompTIA A+/Network+ or equivalent certifications required
- Experience with virtualization (VMware/Hyper-V) and VoIP systems
- Strong analytical skills for root cause analysis
- Ability to manage high-pressure situations with calm professionalism
- BS in Computer Science or related field preferred