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.

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