Deskside Support: On-site in Waltham, MA Waltham, MA and Boston, MA

Deskside Support:
On-site in Waltham, MA

Waltham, MA and Boston, 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.

What You’ll Do:

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.

Systems Management & Operations

• 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