Desktop Support Technician

Description

This role is responsible for supporting the productivity of end users in their daily work. This individual will work onsite 100% as the primary Tier 1 Technician for the Needham office. S/he will join a Global IT Support Team with 3 onsite colleagues in Needham, 5 onsite colleagues in Vancouver, BC, and an outsourced Tier 1 remote service desk. The team supports laptops, mobile devices, Lab PCs, Microsoft 365, conference room A/V systems, and print/copy management.

The IT Service Desk Technician will be responsible for executing operational processes, such as onboarding, offboarding, hardware asset management, software asset management, directory administration, and event support. S/he will contribute to documentation, training, process improvement initiatives, and will also perform remote support. This position reports to the Director, End User Computing and will be located in the Needham, MA office location.

• Serve as the primary onsite point of contact for walkup IT incidents and requests in accordance with ticket procedures.
• Provide exceptional customer service while performing technical troubleshooting desk-side, in conference rooms, in the server room, and remotely over the phone.
• Work collaboratively with other members of the IT team to identify the root cause of technical issues and develop solutions to prevent them from recurring in the future.
• Deploy, configure, maintain, repair, and upgrade computer hardware and peripherals.
• Maintain inventory of all onsite hardware and software licenses.
• Install, repair, update, or uninstall desktop software.
• Perform directory administration and enterprise application access tasks.
• Serve as “remote hands” in the Needham Server Room for network, server, and storage tasks, at the direction of Infrastructure Team.
• Troubleshoot a wide range of computer hardware and software issues, in consultation with more experienced team members.
• Routinely test workplace systems, such as A/V equipment, copiers/printers, and the visitor kios.
• Setup desks for new hires and assist with office moves.
• Setup and support video/tele-conference equipment for meetings and events.
• Write, review, and revise end-user knowledge base articles and process documentation.
• Provide end user training with office software, email, desk phones, mobile devices, web/video conferencing, and policy awareness.

• Degree or diploma in Computer Science, Information Technology or like field.
• 2-3 years of experience or equivalent in education and experience.
• Aptitude for troubleshooting complex technical problems.
• Proficiency in working with and configuring Microsoft Windows Desktop OS, Active Directory, and Group Policy.
• Expertise in the use and management of Microsoft Teams, SharePoint, and other M365 apps/services.
• Experience with Microsoft management tools such as Entra  Intune.
• Outstanding customer service skills – both in-person and remotely via phone/chat support.
• Excellent written and oral communication skills with the ability to explain technical concepts to non-technical audiences.
• Experience with Service Now and ITIL processes is preferred.
• Ability to work overtime onsite for infrastructure support.

Intermediate Level

This is a Contract position based out of Needham, MA.

The pay range for this position is $30.00 – $36.00/hr.

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Needham, MA.

This position is anticipated to close on Dec 13, 2025.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.