Help Desk Technician; Level 1

Waltham, United States | Posted on 03/03/2026

• City Waltham
• State/Province Massachusetts
• Country United States

Boston Managed IT (BMIT) is a Managed Security Services Provider (MSSP) based in Waltham, Massachusetts. We serve small to mid-sized businesses that prioritize security, uptime, and performance. From day one, our mission has been clear:

“To anchor businesses in innovation and security—while building a high-performing, people-powered team.”

We manage the entire technology stack—from desktops and networks to cloud platforms and advanced cybersecurity. What sets us apart is not just our technical expertise, but the people-first approach that drives everything we do.

About Us Boston Managed IT is a fast-growing MSP serving businesses across Greater Boston. We support clients in healthcare, finance, legal, and professional services — keeping their technology running so they can focus on what they do best. We're expanding our team and looking for sharp, client-focused technicians who want to grow with us.

The Role As a Help Desk Technician, you'll be the first point of contact for our clients' IT needs. You'll resolve issues quickly, communicate clearly, and elevate intelligently — all while building relationships that keep clients confident in our service.

What You'll Do

• Respond to and resolve help desk tickets via phone, email, and chat (hardware, software, networking, M365)
• Triage and elevate complex issues to Level 3 engineers when needed
• Perform onboarding/offboarding tasks: account setup, device provisioning, access management
• Document all incidents and resolutions in our ticketing system (Connect Wise / Autotask)
• Support clients on-site when needed across the Greater Boston area
• Monitor alerts and assist with proactive maintenance tasks

What We're Looking For

• 1–3 years of IT support or help desk experience (MSP experience a strong plus)
• Working knowledge of Windows 11, Microsoft 365, Active Directory, and basic networking (DNS, DHCP, TCP/IP)
• CompTIA A+, Network+, or Microsoft certifications preferred
• Strong communication skills — you'll be client-facing daily
• Ability to manage multiple tickets simultaneously without dropping the ball
• Valid driver's license (on-site visits required)

Nice to Have

• Experience with RMM tools (Datto, Ninja
  
  RMM, Super Ops)
• Familiarity with cybersecurity basics (MFA, EDR, phishing response)
• Exposure to HIPAA or SOC 2 environments

Why Join Us

• Competitive salary + bonus
• health
• Paid certifications and training (we invest in your growth)
• Collaborative team, no micromanagement

Annual Bonus $2,000–$4,000 performance-based

PTO Unlimited with prior approval

Cert reimbursement Up to $1,500/year for CompTIA, Microsoft, etc.

Hybrid flexibility 2 days in-office/field, 3 remote (where client allows)