Senior End-User Support Technician

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 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!

Location: Boston, MA or Waltham, MA (Hybrid/Onsite as required)
Team: End-User Support Reports To: Manager of End-User Support

We are seeking a highly committed and skilled Senior Deskside Support Technician join our IT End‑User Support team. This is a crucial, high‑visibility role focused on providing white‑glove technical support and resolving complex, escalated incidents for our diverse employee base, including senior leadership. If you are passionate about a Customer‑First service model and love solving intricate problems across PC, Mac, and enterprise applications in a fast‑paced SaaS environment, we want to hear from you.

This role is onsite (5 days a week) at our Waltham, MA office. Our Boston, MA office will need occasional support as well. Flexibility to travel to our Boston office is required.

• Resolve Complex Incidents: Serve as the primary point of resolution for escalated incidents and service requests that cannot be solved at the remote Tier 1/2 level, focusing on root cause analysis and permanent fixes.
• Uphold Service Excellence: Maintain a laser‑focused Customer‑First mentality while ensuring all incidents are analyzed, resolved, and reported back within established SLAs
  .
• VIP & Event Support: Deliver proven,
  white‑glove support to company leadership (VIPs) and provide robust Audio Visual (A/V) and event support for conference rooms and executive offices in the Boston/Waltham locations.
• Onsite Presence: Be available onsite in our Boston or Waltham offices as needed to deliver the best possible hands‑on support for all users, especially senior‑level management and for critical events.

• Hardware & OS Expertise: Provide advanced hands‑on and remote configuration and troubleshooting for client computers (PC and Mac), including hardware, operating systems (Windows & macOS), and common enterprise applications (e.g., MS Office, Google Workspace).
• Device Management: Utilize and manage modern device management platforms, specifically JAMF and InTune/Entra
  , for deploying, tracking, and securing endpoints.
• Operational Adherence: Complete assigned tickets in a timely manner, ensure meticulous asset tracking inventory is maintained according to work instructions, and thoroughly adhere to all IT procedures.
• Infrastructure Tasks: Participate in essential support tasks including, but not limited to, Active Directory administration (users, computers, GPOs), desktop builds, software deployment, and hardware lifecycle management (recycling, inventory control).
• Process Improvement: Quickly assess blocking situations and develop ideas for continuous process improvement to enhance efficiency and the end‑user experience.
• Knowledge Sharing: Continuously help the team learn and grow by creating detailed documentation, providing shadowing opportunities, and conducting training sessions.
• Stakeholder Partnership: Effectively partner with other IT members across remote sites (e.g., Network, Infrastructure, Security) to communicate trends, report significant problems, and drive rapid ticket closure.
• Agile Mindset: Demonstrate an agile mindset that allows you to pivot quickly in a dynamic SaaS environment without losing focus on critical deliverables.

• Experience: Minimum 4 years of relevant experience providing Tier 2/3 deskside or end‑user support in a corporate environment.
• Technical Proficiency: Strong background in PC and Mac configuration and troubleshooting, including proficiency with both Microsoft Windows and Apple Computer desktop operating systems.
• ITSM Tooling: Proficiency with an…