Remote Ticketing Jobs in Massachusetts (NOW HIRING)

Description
What you'll do:
Serve as the primary IT point of contact for the Boston office, providing both in-person and remote support
Handle new hire onboarding, laptop allocation, setup, and getting employees up and running on day one
Manage offboarding processes for departing employees
Prepare and ship laptops and equipment to remote employees across the US
Work the global ticketing system, resolving issues and prioritizing requests alongside the global IT team
Own the office meeting rooms, ensuring A/V and conferencing systems (Teams) are always ready and working
Take responsibility for office networking, wired and wireless connectivity
Troubleshoot and resolve hardware and software issues across Windows and macOS
Manage and maintain IT inventory and assets for the office
Support day-to-day software, applications, and office technology needs
Follow and help enforce IT security policies, handling sensitive data responsibly in line with company and industry compliance standards
Create and maintain IT documentation and knowledge base articles for users and the global team
You'll excel by:
Being self-sufficient and taking full ownership of the office's IT needs, a true one-person operation backed by a global team
Delivering excellent customer service with a focus on problem-solving
Communicating clearly and building strong relationships with employees at all levels
Working well under pressure, prioritizing tasks, and meeting deadlines
Being a reliable team player who can also work independently in a fast-paced global environment
Requirements
What you'll bring:
2+ years of experience in a Helpdesk or IT support role
Hands-on experience supporting Windows and macOS in a domain environment
Experience administering Microsoft Intune and Kandji MDM platforms
Experience with Entra ID (Azure AD) and Microsoft Office 365 administration
Experience working with a ticketing/ITSM system (e.g., Jira Service Management or Freshservice)
Good understanding of networking (wired and wireless)
Experience with onboarding/offboarding and asset management
Salary Range:
$ 85,000-100,000 per year
Position Intro
Join our rapidly growing team in an AI-driven leading fintech company serving the insurance and banking industries. We're looking for a talented and service-oriented IT Helpdesk Specialist to be the face of IT in our Boston office, supporting our Boston-based team as well as US-based remote employees.
In this role, you'll be the go-to person for all office IT needs, providing hands-on support in the office and remotely, while working as part of our global IT team. You'll play a vital role in ensuring the smooth day-to-day operation of our office technology and in delivering an excellent experience to every employee, from their first day onward. This is a primarily on-site role based in our Boston office, reporting into the global IT team.