IT Helpdesk Technician

Summary:

Persimmon Technologies Corporation is seeking an IT Helpdesk Technician to serve as the front line of IT support for our corporate and manufacturing teams at our Bedford, MA facility. This on‑site position has primary responsibility for operational management of the PTC Help Desk, which delivers end‑user computing support, account and access management, and IT project services across the business. The Technician will resolve day‑to‑day technology issues, onboard new employees, and help keep our shop floor and office systems running smoothly.

Reports to:

Director of IT

Direct Reports:
None

• Serve as the primary point of contact for Tier 1 end‑user support across corporate and manufacturing environments.
• Triage, document, and resolve tickets in the IT service management platform (Ninja One), escalating to Tier 2 or specialist teams as needed.
• Provide break/fix support, asset inventory and spare parts tracking, desktop administration, software deployment, remote access support, and mobile device troubleshooting.
• Perform user lifecycle administration — onboarding, role changes, and offboarding — including endpoint provisioning, Active Directory and Microsoft 365 account setup, VPN access, and security tooling.
• Support end‑user access to core business systems including Epicor Kinetic ERP and Factory Logix MES; troubleshoot common user issues and escalating application‑specific problems to ERP and MES administrators.
• Assist with endpoint security operations using Sophos EDR, including triaging alerts and coordinating remediation with IT leadership.
• Maintain accurate documentation in the helpdesk knowledge base and contribute to continuous improvement of templates, runbooks, and end‑user training materials.
• Train end users on standard hardware, software, and security practices.
• Support shop floor computing needs, recognizing that production‑critical issues require prompt response to minimize downtime.
• Participate in IT projects such as hardware refreshes, OS upgrades, and rollout of new applications or tools.

• Strong working knowledge of Microsoft Windows 11 and Microsoft 365 (Outlook, Teams, One Drive, SharePoint, Office apps).
• Experience with Active Directory user and group administration.
• Mobile device troubleshooting for iOS and Android.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non‑technical users and interact professionally with employees at all levels, up to and including C‑level executives.
• Strong customer service mindset with a focus on timely ticket resolution and follow‑through.
• Detail‑oriented with strong documentation habits.
• General understanding of networking fundamentals (DNS, DHCP, VPN, Wi‑Fi) and information security principles.

• Minimum 23 years of hands‑on experience providing Tier 1 support for end‑user devices (laptops, desktops, and mobile devices) in a business environment.
• Hands‑on experience using an RMM or IT service management platform (e.g., Ninja One, Connect Wise, Manage Engine) for ticket management and endpoint administration.
• Customer service experience with excellent written and verbal communication skills; experience interacting with employees at all levels of an organization, including C‑level executives.
• Previous manufacturing or engineering environment support experience strongly preferred.
• CompTIA A+, Network+, or Microsoft certifications preferred.

• On‑site role at the PTC Bedford, MA facility; no regular travel required.
• Work involves a mix of office and shop‑floor environments; may require standing, walking, bending, kneeling, reaching, grasping, and lifting/moving up to 25 pounds for hardware support tasks.

• Bachelor’s degree in Information Technology, Computer Science, or a related field — or 3+ years of comparable professional experience.

Compensation:
The compensation range for this position is $27 to $35 per hour/year. The actual pay offered will be determined by multiple factors, including but not limited to the candidate’s relevant experience, skills, job‑related knowledge, internal equity, and geographical…