IT Service Operations Technician; opens tab

Position: IT Service Operations Technician (opens in new tab)
## IT Service Operations Technician Apply:
Waltham, MA:
Full time:
Posted Yesterday:
R3216

As an IT Service Operations Technician you will be responsible for providing technical support and problem resolution for internal users. In this role you will handle a mix of routine and moderately complex IT issues involving software, hardware, and network access.

** How you will make an impact
** The specialist works with limited supervision, contributing to improving support procedures, and collaborates with team members to ensure a consistent, user-centered support experience.
You will:
* Respond to and resolve a range of IT support requests via phone, email, chat, and ticketing system for desktops, laptops, mobile devices, applications, and network connectivity.
* Troubleshoot moderately complex technical issues, escalating when necessary while retaining ownership of user communication.
* Accurately document all incidents, resolutions, and follow-ups in the IT service management (ITSM) system.
* Assist in account administration, permission requests, hardware setup, and software installations.
* Contribute to the maintenance and improvement of knowledge base articles and support documentation.
* Participate in onboarding of new hires by provisioning systems, configuring user accounts, and delivering technical orientation.
* Identify patterns in recurring issues and suggest changes to improve tools, processes, or user training.
* Support minor system maintenance tasks, such as patch deployments, peripheral setup, and basic inventory management.
* Handle purchasing as needed, of equipment, systems, peripherals, and software licenses. | Participate in project work, both for Service Operations projects and as a supporting member of other team projects where needed.
** You bring:
*** Associate or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
* Typically 2+ years of experience in IT help desk or technical support roles.

Proficiency in Windows/macOS/Linux operating systems, Google Workspace, and basic network troubleshooting (e.g., Wi-Fi, VPN, printers).
* Working knowledge of Active Directory, remote support tools, and common enterprise systems.
* Familiarity with ITSM platforms (e.g., Service Now, Fresh service, Jira) and standard ticket lifecycle management.
* Ability to recognize issue patterns and contribute to root cause identification.
* Effective verbal and written communication skills, with a customer-first mindset.
* Capable of working with moderate supervision and making decisions within established parameters.
* Experience managing and troubleshooting conference room audio-visual (AV) systems for seamless meeting experiences.
* Industry-recognized certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified:
Modern Desktop Administrator Associate are preferred.
* Occasional off-hours or weekend work may be required to support critical system maintenance or address urgent issues.
* Local travel may be required.
* May be required to lift up to 50lbs.
* We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas for this position.
* The salary range for this position will be clearly stated in the job posting as required by Massachusetts law. The base pay range for this position is between $33-37/hr base pay will depend on multiple individualized factors including, but not limited to internal equity, job related knowledge, skills and experience. This range represents a good faith estimate of compensation at the time of posting.