Deskside Technician - onsite in Waltham, MA

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:

Tier 1/2 Service Delivery

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 of hardware assets through IT Asset Management (ITAM) processes, and coordinate hardware procurement and tech refresh cycles.

Operational Tasks: Independently execute essential support tasks including desktop builds and deployments, inventory control, software tracking, and maintaining system updates.

Collaboration & Process Improvement

Knowledge Base Management: Proactively document troubleshooting steps, common resolutions, and system processes to build and improve our internal team knowledge base.

Process Contribution: Help maintain, support, and develop team processes and strategies to improve operational efficiency.

Team Partnership: Partner effectively with other IT members, including those in remote sites, to escalate highly complex issues and ensure clear communication.

Who You Are:

Required Qualifications

Experience: 2+ years of experience providing deskside or end-user support in a corporate environment, demonstrating the ability to resolve complex Tier 2 issues independently.

Education: Associate’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

Technical Proficiency: Proven ability in PC and Mac configuration and troubleshooting, including hands-on experience with Endpoint Management/MDM platforms.  Familiarity with Google Workspace and Microsoft Entra is a plus.

Customer Focus: A strong customer and team-focused mentality with excellent interpersonal and communication skills.

Problem-Solving: Strong analytical and troubleshooting skills with the ability to build rapport, elicit problem details from users, and identify process gaps.

Time Management: Flexible work habits with strong organizational skills to prioritize both planned and unplanned customer needs against established SLAs.

Highly Desired Skills

Certifications: Applicable certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.

ITSM Tooling: Familiarity with an IT ServiceDesk incident management tool (e.g., ServiceNow, Jira Service Management).

Networking Knowledge: Basic understanding of end-user network connectivity (TCP/IP, switch ports, cabling) and security principles.

Asset Management (ITAM): Special consideration for candidates with IT asset management (ITAM) experience.

#LI-HK1

The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.

Pay Transparency - All Full Time Employees

$50,880—$63,600 USD