IT Helpdesk Support Engineer
$70,000–$80,000 year
HybridBoston, Massachusetts, United States
Job Summary
Serve as the primary point of contact for local users, driving the service desk function to provide exceptional technical support and ensure timely resolution of incidents and service requests. Oversee identity and access management processes, including secure provisioning and deprovisioning for employees and partners, while managing IT asset lifecycles from procurement to disposal. Lead project management for device imaging, deployment, and configuration, ensuring alignment with business needs and cost-optimized license compliance. Collaborate with cross-functional teams to enforce access policies, maintain accurate CMDB data, and continuously improve ITIL processes for incident, change, and asset management. Manage vendor relationships and service level expectations, presenting regular performance reports to stakeholders. This hybrid role in Boston, MA requires a Bachelor's degree and 3-5 years of IT operations experience.
Required Qualifications
- Strong proficiency with Windows 10/11 troubleshooting (boot issues, software installation, drivers, Windows Update, PC performance)
- Strong knowledge of Microsoft 365 administration at the user and device level (e.g., Intune, Autopilot, Outlook, Teams, OneDrive, SharePoint) and working familiarity with hybrid-domain operation
- Demonstrated ability with PC image management, application deployment, and inventory strategies for Windows 11 environments
- Experience with enterprise endpoint management tools such as Microsoft Intune or Ninja RMM
- Familiarity with Active Directory Group Policy, Entra ID, user/group management, and GPO basics
- Experience supporting campus network systems: Understanding of TCP/IP, DNS, DHCP, VLANs, LAN/WAN, and 802.11 Wi-Fi and VPN configurations
- Hands-on experience with Fortinet and Cisco network infrastructure
- Working knowledge of cloud-native Identity and Access Management (IAM) software (Okta, OAuth), including MFA and Biometric or USB hardware authentication devices to enhance security
- Experience deploying and troubleshooting Endpoint Security solutions like Microsoft Defender, Sentinel One, Sophos Central, or CrowdStrike
- Understanding of Azure Virtual Desktop, Citrix, or VMware Horizon as it relates to remote application deployment and support
- Patch management, vulnerability remediation actions, and asset management processes
- Strong understanding and hands-on experience with IT Service Management (ITSM) frameworks, including service desk ticketing processes (e.g., JIRA Service Management, ZenDesk, ServiceNow)
- Proven success implementing and escalating ITIL processes such as Incident, Change, Request, and Asset Management
- Experience overseeing Configuration Management Database (CMDB) accuracy and integration with IT operations
- Ability to maintain service level agreements (SLAs), key performance indicators (KPIs), and continual service improvement (CSI) metrics
- Experience with IT Security and organization compliance, such as HIPAA and PCI standards
- Bachelor's degree in information technology, computer science, or a related field
- 3-5 years of experience in IT operations, helpdesk, or technical support role, with a proven track record of managing end-user compute, identity, and access management
- Ability to coordinate with compliance, legal, and cybersecurity stakeholders to ensure operational practices align with regulatory obligations and audit readiness
- CompTIA A+/Network+, Security+, Azure Foundations; Microsoft 365 Certified: Modern Desktop Administrator Associate or equivalent
- PMP or formal project management training
Desired Qualifications
- Preferred experience supporting MacOS environments
- Preferred experience supporting an endpoint environment with a zero-trust SASE platform or cloud-native secure web gateway, such as Zscaler ZIA, Palo Alto Prisma Access, or Netskope One
- Experience supporting IT operations in a healthcare or regulated environment, with working knowledge of HIPAA compliance requirements and the protection of PII
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