Help Desk Technician

$25/hour | 1-Year Contract | Potential for Extension or Hire

Are you an energetic IT support professional who thrives in a fast-paced environment and genuinely enjoys helping people solve technical problems?

We are seeking Help Desk Technicians to join a growing Enterprise Service Desk team in Bedford, MA. This is an excellent opportunity for someone with corporate help desk experience who wants to continue building their technical skills within a large, highly professional enterprise environment.

This is not a scripted call center role. You will serve as the first point of contact for employees, actively diagnosing, troubleshooting, and resolving technical issues across multiple systems and platforms.

• Provide front-line technical support to employees in a high-volume enterprise environment
• Handle approximately 25–30 inbound support calls per day
• Diagnose and troubleshoot hardware, software, connectivity, and access issues
• Support Windows 10, Mac OS/OSX, Microsoft Office/Outlook, VPN, mobile devices, hardware, and peripherals
• Troubleshoot LAN, remote-access, and corporate system issues
• Accurately document incidents, troubleshooting steps, and resolutions within the ticketing system
• Follow established procedures for ticket routing, escalation, notification, and resolution
• Guide users through technical issues with patience, professionalism, and clear communication
• Collaborate with other Service Desk and IT team members to resolve issues and improve processes

• 1+ year of technical Help Desk or Service Desk experience in a corporate or enterprise environment
• Strong hands‑on troubleshooting experience with Windows and Microsoft Office applications
• Experience supporting Mac users is highly preferred
• Familiarity with VPN, remote-access tools, mobile devices, and hardware/peripheral troubleshooting
• Strong ticket documentation and incident-management habits
• Excellent verbal communication and customer service skills
• Comfortable handling a high volume of phone-based technical support
• Energetic, professional, and able to remain composed in a fast‑paced environment
• Strong problem-solving skills with the ability to think beyond a scripted response
• High School Diploma or equivalent required

• CompTIA A+
• HDI Certification
• ITIL Certification
• Experience working within an SLA‑driven, regulated, or highly structured enterprise IT environment

This position is hybrid with 2 days per week onsite in Bedford, MA
.

Hours fall between 7:00 AM–6:00 PM Monday through Friday
, with core business hours of 8:00 AM–5:00 PM
.

New team members will receive approximately 5–6 weeks of hands‑on training and shadowing with a Subject Matter Expert
, including client processes, ticketing procedures, email and portal support, enterprise tools, and escalation protocols.

This is a 1-year contract with strong potential for extension or permanent hire
. It is an excellent opportunity to gain experience supporting a sophisticated enterprise environment while expanding your exposure to multiple operating systems, networks, remote-access technologies, and IT support processes.

If you are energetic, technically sharp, confident on the phone, and ready to grow your IT support career
, we want to hear from you.