Lead Desktop Support Engineer; Financial Services Industry

As a Desktop Support Engineer, you’ll be one of the faces of IT, streamlining internal processes, resolving technical issues with calm efficiency, and making sure every teammate has a smooth, productive experience from day one onward. This role is hands‑on and people‑focused: you’ll prepare new hires for success, triage and troubleshoot support requests, keep our AV and conferencing spaces running seamlessly, and manage our inventory so devices are always ready when needed.

Unblocking users is a critical part of our IT operations, and we’re looking for someone who takes pride in delivering exceptional service to our team.

• Provide in‑person support at our Somerville HQ (Assembly Row) 5 days/week and remote support for our global team, resolving hardware, software, identity, and connectivity issues.
• Own the full lifecycle of devices: prepare and configure laptops for new hires, ensure security agents and MFA are in place, keep asset records accurate, and recover/refresh machines for redeployment.
• Onboard new teammates so they’re productive on Day 1, and offboard departures with same‑day access revocation and secure asset handling.
• Be a user advocate, triage requests quickly, communicate clearly, and unblock people so they can stay focused on their work.
• Create and maintain knowledge base articles, quick‑start guides, and documentation that make support easier for both IT and end users.
• Partner with IT, Security, and Network teams on rollouts, upgrades, and infrastructure improvements, including AV and office networking.
• Identify repetitive tasks and propose automation or workflow changes that reduce friction and improve efficiency across the team.

• 2+ years of experience in Desktop or IT Support, ideally in a fast‑paced or enterprise environment.
• Strong hands‑on knowledge of Windows 10/11 and macOS, including provisioning, profiles, and security baselines.
• Familiarity with identity and access management tools such as Active Directory, Okta, or similar SSO/MFA platforms.
• Experience supporting modern SaaS environments (M365, Google Workspace, Slack, Zoom, Duo/Okta).
• Working knowledge of networking fundamentals (DHCP, DNS, VPN, Wi‑Fi troubleshooting).
• Hardware troubleshooting skills across laptops (Dell, Lenovo), docks, peripherals, printers, and AV/conference gear.
• Clear, empathetic communication skills, written and verbal, tailored to both technical and non‑technical audiences.
• Strong problem‑solving discipline, attention to detail, and accountability for follow‑through.
• Curiosity to learn, adapt, and explore new technologies (including automation and AI) that can streamline support workflows.