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End User Services Technician
Job in
Needham, Norfolk County, Massachusetts, 02492, USA
Listed on 2026-08-27
Listing for:
Flow Global Technology
Full Time
position Listed on 2026-08-27
Job specializations:
-
IT/Tech
IT Support, Systems Administrator
Job Description & How to Apply Below
- 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 — escalate 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
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