Deskside Technician - onsite in Waltham, MA

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 that 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!

We have an opening for a highly committed and skilled Deskside Technician to join our IT End-User Support team. This role is key to ensuring our employees have the technical support they need to succeed by providing timely, effective solutions. If you have a strong foundation in IT support, a passion for service, and a proven ability to work independently, we want to hear from you.

This role is onsite, 5 days a week, at our Waltham, MA office (Winter Street). There will be occasional onsite support in our Boston office a few days a month.

As a Deskside Technician, you will be a primary point of contact for end-user support, focusing on delivering solutions that maintain organizational productivity. Your responsibilities will include:

• Advanced Troubleshooting:
  Handle Tier 1 and escalated, complex Tier 2 technical issues and minimize escalation to Tier 3 (system/network administrators) through deep root-cause analysis.
• SLA & Queue Management:
  Manage your personal ticket queue effectively, prioritizing requests to consistently meet or exceed team SLAs while maintaining a laser focus on service excellence.
• Event and Meeting Ownership:
  Own and coordinate setup and troubleshooting for Audio Visual (A/V) and streaming needs during All-Hands meetings and other corporate events as required.
• Onsite & Remote Assistance:
  Provide both on-site and remote support to employees, ensuring a consistent and positive support experience for everyone.

• Endpoint Management & OS Support:
  Utilize modern endpoint management platforms (e.g., Intune, Jamf) to configure, secure, deploy, and troubleshoot PC and Mac computers (Windows & macOS).
• User Account Management:
  Create, maintain, and delete user accounts across various systems, with a focus on Active Directory environments.
• Device Lifecycle Management:
  Manage the disposal and tracking of hardware assets through IT Asset Management (ITAM) processes, and coordinate hardware procurement and tech refresh cycles.
• Operational Tasks:
  Independently execute essential support tasks including desktop builds and deployments, inventory control, software tracking, and maintaining system updates.

• Knowledge Base Management:
  Proactively document troubleshooting steps, common resolutions, and system processes to build and improve our internal team knowledge base.
• Process Contribution:
  Help maintain, support, and develop team processes and strategies to improve operational efficiency.
• Team Partnership:
  Partner effectively with other IT members, including those in remote sites, to escape highly complex issues and ensure clear communication.

• Experience:
  
  2+ years of experience providing deskside or end-user support in a corporate environment, demonstrating the ability to resolve complex Tier 2 issues independently.
• Education:
  
  Associate's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Technical Proficiency:
  Proven ability in PC and Mac configuration and troubleshooting, including hands-on experience with Endpoint Management/MDM platforms. Familiarity with Google Workspace and Microsoft Entra is a plus.
• Customer Focus: A strong customer and team-focused mentality with excellent interpersonal and communication skills.
• Problem-Solving:
  Strong analytical and troubleshooting skills with the ability to build rapport, elicit problem details from users, and identify process gaps.
• Time Management:
  Flexible work habits with strong organizational skills to prioritize both planned and unplanned customer needs against established SLAs.

• Certifications:
  
  Applicable certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.
• ITSM Tooling:
  Familiarity with an IT Service Desk incident management tool (e.g., Service Now, Jira Service Management).
• Networking Knowledge:
  Basic understanding of end-user network connectivity (TCP/IP, switch ports, cabling) and security principles.
• Asset Management (ITAM):
  Special consideration for candidates with IT asset management (ITAM) experience.

The specific salary offered to a candidate may be influenced by a variety of factors including the candidate's experience, their education and work location. In addition, some roles may be eligible for