Technical Support Boston, Massachusetts

Technical Support 

The Technical Support is responsible for delivering day-to-day IT support to employees within their assigned site while providing a high level of customer service. This role serves as the first point of contact for end-user technology issues and works closely with global IT teams to resolve incidents, fulfill service requests, and support a positive end-user experience. 

Working within established processes and procedures, the Technical Support Specialist performs front-line support for hardware, software, collaboration technologies, and workplace IT services. More complex issues are escalated to the appropriate support teams while maintaining ownership through resolution. 

Key Responsibilities 

• Provide first-line technical support for desktops, laptops, mobile devices, printers, and peripheral equipment. 

• Diagnose, troubleshoot, and resolve hardware, software, operating system, and application issues. 

• Support the AskIT desk by delivering walk-up, scheduled, and remote technical assistance. 

• Install, configure, replace, and deploy Windows laptops, desktops, and approved peripherals. 

• Perform workstation imaging, software installation, and standard configuration activities. 

• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office applications. 

• Assist users with collaboration technologies, including Microsoft Teams, Zoom, conference rooms, and meeting room equipment. 

• Create, update, and resolve incidents and service requests within established SLA and OLA targets. 

• Maintain accurate documentation of work performed, asset information, and knowledge articles when appropriate. 

• Perform hardware moves, ads, changes, replacements, and equipment refresh activities. 

• Support new hire onboarding, employee transfers, and offboarding activities. 

• Coordinate warranty repairs and hardware replacement with approved vendors. 

• Provide hands-and-eyes support for infrastructure, networking, AV, and server teams when requested. 

• Maintain inventory accuracy by following asset management processes and updating asset records. 

• Escalate unresolved or complex issues to the appropriate support teams while keeping customers informed. 

• Follow IT security policies, standard operating procedures, and change management processes. 

• Deliver professional, courteous, and timely customer service while building positive relationships with end users. 

• Ability to support Waltham, Kendall Square, 121 Seaport (Boston), 100 Binney locations. 

Required Qualifications 

• High School Diploma or equivalent required. 

• One or more years of experience in desktop or end-user technical support preferred. 

• Experience supporting Windows operating systems and Lenovo desktop and laptop hardware. 

• Working knowledge of Microsoft 365, including Outlook, Teams, OneDrive, and Office applications. 

• Experience supporting printers, mobile devices, and common workplace technologies. 

• Familiarity with ServiceNow or a similar IT Service Management platform. 

• Basic understanding of networking concepts, VPN connectivity, and enterprise security practices. 

• Strong troubleshooting, communication, and customer service skills. 

• Ability to prioritize multiple tasks while meeting service level expectations. 

• Ability to work independently and collaboratively within a team environment. 

Preferred Qualifications 

• Associate or bachelor’s degree in information technology or a related field. 

• Experience supporting Apple macOS and iOS devices. 

• Experience with Microsoft Intune, SCCM, or endpoint management tools. 

• ITIL Foundation certification or equivalent IT service management experience. 

• Experience supporting conference room technology and hybrid meeting environments. 

Date Posted

Closing Date

Our mission is to build an inclusive environment where equal employment opportunities are available to all applicants and employees. In furtherance of that mission, we welcome and consider applications from all qualified candidates, regardless of their protected characteristics. If you have a disability or special need that requires accommodation, please complete the corresponding section in the application form.