Title: Help Desk Technician
Location: Waltham, MA
Hybrid: 3-4 Days Onsite
Introduction: The ideal candidate will image and update PCs to bring infrastructure up to appropriate standards for our client’s configuration of their environment. This role provides a great opportunity to gain hands-on experience in troubleshooting, hardware/software maintenance, and network support in a collaborative environment. A successful candidate will have good interpersonal skills and be able to interface with management at our client to understand and design solutions to meet their needs.
Duties and Responsibilities:
- Work with team to image and swap out PCs across the entire network.
- Travel required to swap and replace equipment.
- Assist with technical support to end-users via phone, email, or in-person.
- Troubleshoot hardware and software issues for desktop computers, laptops, and mobile devices.
- Install, configure, and maintain operating systems, software applications, and peripherals.
- Assist with setting up and managing user accounts, permissions, and access rights in Active Directory.
- Perform basic network troubleshooting (e.g., Wi-Fi connectivity, IP conflicts, printer setup).
- Help maintain IT documentation, including hardware/software inventories and technical procedures.
- Collaborate with senior IT staff for escalated issues and ongoing projects.
- Ensure the security and privacy of networks and computer systems.
- Assist with routine maintenance of servers, backups, and system updates.
- Help team Perform analysis, troubleshooting, diagnosis, and resolution of client systems and network, including IP phone systems.
- Work with team to implement, upgrade, migrate, and maintain all Microsoft Windows PCs.
- Collaborate with onsite and remote IT support team members.
Qualifications:
- Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
- 2+ years of experience in a help desk or IT support role in a professional environment.
- Basic understanding of networking (TCP/IP, DNS, DHCP) and computer hardware.
- Familiarity with Windows operating systems.
- Excellent troubleshooting methodology and skills.
- Ability to work independently and in a team environment.
- Candidates must always retain the highest level of professionalism.
- Ability to work a flexible schedule is required; may occasionally be required to work outside standard business hours with travel to other satellite locations.
- Willingness to learn new technologies and develop professionally.
- Microsoft Certification (MCSE or MSTP) a plus but not required.
Required Technologies:
- Strong skills deploying, using, and troubleshooting Windows desktop operating systems.
- Understanding of Microsoft Active Directory, Group Policy, and File and Print services.
- Understanding of Office 365.
- Networking Protocols including DNS, DHCP, & TCP/IP.
- Familiar with Enterprise Anti-Virus technologies.
- An understanding of Terminal /RDP and or Citrix Services administration and troubleshooting.
- Experienced deploying workstations using PDQ, MDT.
- Candidate must be familiar with automated trouble ticketing systems.
- Candidate must be familiar with automated systems monitoring tools.