Help Desk Technician

. Provide day-to-day technical support to end users .

Posted 9/25/2026full-timeBoston • Massachusetts • United StatesJuniorMid-Level💰 $70,000 - $90,000 per yearWebsite

Tools & technologies

AzureITSM

Key responsibilities & impact

Provide day-to-day technical support to end users
Troubleshoot and resolve hardware, software, connectivity, and access-related issues
Log, track, prioritize, and resolve incidents and service requests in Freshservice
Install, configure, maintain, and troubleshoot desktops, laptops, operating systems, desktop software, and enterprise applications
Support Windows 11, Microsoft 365, Slack, Microsoft Teams, GlobalProtect VPN, Adobe Acrobat, system patches, antivirus software, file and print sharing, Wi-Fi, and LAN/WAN connectivity
Set up, maintain, and troubleshoot conference rooms and shared technology systems
Collaborate with IT team members and escalate complex technical issues as appropriate
Support new-hire onboarding, including account creation, equipment and phone provisioning, application setup and training, and IT orientation
Support employee offboarding, including account access changes and equipment recovery
Perform basic user account and group administration in Active Directory and Microsoft Entra ID
Maintain workstations, audit systems and software, and support hardware lifecycle management
Maintain IT asset inventory and coordinate equipment delivery, deployment, and return
Follow IT security, access-control, and data-protection practices
Participate in IT projects and technology initiatives
Contribute to knowledge sharing, documentation, and continuous improvement of IT support processes

What you’ll need

2+ years of experience providing help desk, desktop support, IT support, or similar end-user technical support within the technology industry
Associate's degree in information technology, Computer Science, or a related field, or completion of a recognized IT/technical training program
Excellent problem-solving and analytical skills
Ability to troubleshoot and resolve hardware, software, connectivity, and user-access issues
Ability to deliver clear, step-by-step instructions to users with varying levels of technical knowledge
Ability to manage multiple support requests and priorities in a fast-paced environment
Strong verbal and written communication skills
Strong customer service orientation and interpersonal skills
Ability to work on-site in the Boston office four days per week
Willingness to travel occasionally, approximately 10%, to other company offices and facilities
Experience with Freshservice or another ITSM or ticketing platform strongly preferred
Experience with Active Directory and/or Microsoft Entra ID (Azure AD)
Experience supporting Microsoft 365 and related collaboration tools
Familiarity with VPN, Wi-Fi, LAN/WAN, and general network troubleshooting

Comp & perks