Title: Help Desk Technician

Location: Waltham, MA

Hybrid: 3-4 Days Onsite

Introduction: The ideal candidate will image and update PCs to bring infrastructure up to appropriate standards for our client’s configuration of their environment. This role provides a great opportunity to gain hands-on experience in troubleshooting, hardware/software maintenance, and network support in a collaborative environment. A successful candidate will have good interpersonal skills and be able to interface with management at our client to understand and design solutions to meet their needs.

Duties and Responsibilities:

• Work with team to image and swap out PCs across the entire network.
• Travel required to swap and replace equipment.
• Assist with technical support to end-users via phone, email, or in-person.
• Troubleshoot hardware and software issues for desktop computers, laptops, and mobile devices.
• Install, configure, and maintain operating systems, software applications, and peripherals.
• Assist with setting up and managing user accounts, permissions, and access rights in Active Directory.
• Perform basic network troubleshooting (e.g., Wi-Fi connectivity, IP conflicts, printer setup).
• Help maintain IT documentation, including hardware/software inventories and technical procedures.
• Collaborate with senior IT staff for escalated issues and ongoing projects.
• Ensure the security and privacy of networks and computer systems.
• Assist with routine maintenance of servers, backups, and system updates.
• Help team Perform analysis, troubleshooting, diagnosis, and resolution of client systems and network, including IP phone systems.
• Work with team to implement, upgrade, migrate, and maintain all Microsoft Windows PCs.
• Collaborate with onsite and remote IT support team members.

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
• 2+ years of experience in a help desk or IT support role in a professional environment.
• Basic understanding of networking (TCP/IP, DNS, DHCP) and computer hardware.
• Familiarity with Windows operating systems.
• Excellent troubleshooting methodology and skills.
• Ability to work independently and in a team environment.
• Candidates must always retain the highest level of professionalism.
• Ability to work a flexible schedule is required; may occasionally be required to work outside standard business hours with travel to other satellite locations.
• Willingness to learn new technologies and develop professionally.
• Microsoft Certification (MCSE or MSTP) a plus but not required.

Required Technologies:

• Strong skills deploying, using, and troubleshooting Windows desktop operating systems.
• Understanding of Microsoft Active Directory, Group Policy, and File and Print services.
• Understanding of Office 365.
• Networking Protocols including DNS, DHCP, & TCP/IP.
• Familiar with Enterprise Anti-Virus technologies.
• An understanding of Terminal /RDP and or Citrix Services administration and troubleshooting.
• Experienced deploying workstations using PDQ, MDT.
• Candidate must be familiar with automated trouble ticketing systems.
• Candidate must be familiar with automated systems monitoring tools.