Deskside Technician - onsite in Waltham, MA

Deskside Technician - onsite in Waltham, MA

Waltham, MA and Boston, MA

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online.

We’re energized by new challenges and new possibilities-and we’re just getting started!

We have an opening for a highly committed and skilled Deskside Technician to join our IT End-User Support team. This role is key to ensuring our employees have the technical support they need to succeed by providing timely, effective solutions. If you have a strong foundation in IT support, a passion for service, and a proven ability to work independently, we want to hear from you.

This role is onsite, 5 days a week, at our Waltham, MA office (Winter Street). There will be occasional onsite support in our Boston office a few days a month.

What You'll Do:

As a Deskside Technician, you will be a primary point of contact for end-user support, focusing on delivering solutions that maintain organizational productivity. Your responsibilities will include:

• Advanced Troubleshooting: Handle Tier 1 and escalated, complex Tier 2 technical issues and minimize escalation to Tier 3 (system/network administrators) through deep root-cause analysis.
• SLA & Queue Management: Manage your personal ticket queue effectively, prioritizing requests to consistently meet or exceed team SLAs while maintaining a laser focus on service excellence.
• Event and Meeting Ownership: Own and coordinate setup and troubleshooting for Audio Visual (A/V) and streaming needs during All-Hands meetings and other corporate events as required.
• Onsite & Remote Assistance: Provide both on-site and remote support to employees, ensuring a consistent and positive support experience for everyone.

Systems Management & Operations

• Endpoint Management & OS Support: Utilize modern endpoint management platforms (e.g., Intune, Jamf) to configure, secure, deploy, and troubleshoot PC and Mac computers (Windows & macOS).
• User Account Management: Create, maintain, and delete user accounts across various systems, with a focus on Active Directory environments.
• Device Lifecycle Management: Manage the disposal and tracking of hardware assets through IT Asset Management (ITAM) processes, and coordinate hardware procurement and tech refresh cycles.
• Operational Tasks: Independently execute essential support tasks including desktop builds and deployments, inventory control, software tracking, and maintaining system updates.

Collaboration & Process Improvement

• Knowledge Base Management: Proactively document troubleshooting steps, common resolutions, and system processes to build and improve our internal team knowledge base.
• Process Contribution: Help maintain, support, and develop team processes and strategies to improve operational efficiency.
• Team Partnership: Partner effectively with other IT members, including those in remote sites, to elevate highly complex issues and ensure clear communication.

Who You Are:

Required Qualifications

• Experience: 2+ years of experience providing deskside or end-user support in a corporate environment, demonstrating the ability to resolve complex Tier 2 issues independently.
• Education: Associate’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Technical Proficiency: Proven ability in PC and Mac configuration and troubleshooting, including hands-on experience with Endpoint Management/MDM platforms. Familiarity with Google Workspace and Microsoft Entra is a plus.
• Customer Focus: A strong customer and team-focused mentality with excellent interpersonal and communication skills.
• Problem-Solving: Strong analytical and troubleshooting skills with the ability to build rapport, elicit problem details from users, and identify process gaps.
• Time Management: Flexible work…