L1- End User Services Technician
Job in
Needham Heights, Norfolk County, Massachusetts, 02494, USA
Listed on 2026-09-04
Listing for:
Nexify Infosystems
Full Time
position Listed on 2026-09-04
Job specializations:
-
IT/Tech
IT Support, Systems Administrator, HelpDesk/Support, Desktop Support
Job Description & How to Apply Below
Job Title: L1
- End User Services Technician
Location: Needham, MA (Onsite day
1)
Duration
: 12+ Months
- Serve as the first point of contact for IT incidents and service requests; categorize, prioritize, and track tickets to SLA in Jira Service Management; follow process consistently and uphold ticket quality standards on every interaction.
- Troubleshoot WiFi/network connectivity issues and diagnose computer performance problems (slow boot, high CPU/RAM, disk health)
- Create and manage user accounts in Adaxes; unlock accounts, reset Windows and macOS passwords, and enroll or reset MFA for new or replacement devices
- Troubleshoot mailbox issues (connectivity, missing mail, send-as permissions, quota errors), manage calendar permissions, and maintain distribution list membership via Microsoft 365 Admin Center
- Install approved software and provide admin elevation for authorized applications; coordinate with the security team on non-standard requests
- Manage the full associate lifecycle — onboarding, offboarding, and access changes — in Adaxes and Active Directory / Entra ; configure VPN (Cisco Any Connect / Zscaler) and Delinea privileged access; maintain an accurate offboarding log
- Apply fast, accurate diagnosis — elevate to Tier 2 / Tier 3 when a fix is beyond Tier 1 scope; keep end users informed throughout and document resolution notes and SOPs in the IT knowledge base
- 3–5 years of IT helpdesk or desktop support experience
- Experience working in a Microsoft-heavy environment:
Windows OS, Microsoft 365 (Outlook, Teams, - SharePoint), Entra , and Intune
- Familiarity with Microsoft Intune, Windows Autopilot, and Jamf
- Working knowledge of Active Directory, Entra , and Microsoft 365 Admin Center
- Experience with Jira Service Management or equivalent ITSM platform
- Strong communication skills and a customer-first approach
- CompTIA A+ or equivalent certification
- ITIL 4 Foundation certification
- Experience supporting a distributed or remote workforce
- Familiarity with endpoint security tooling (Sentinel One EDR, Rapid7 vulnerability management, Zscaler zero-trust network access)
To View & Apply for jobs on this site that accept applications from your location or country, tap the button below to make a Search.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
Search for further Jobs Here:
×