Service Desk Technician
$55,000–$65,000 year
On-siteBoston, Massachusetts, United States
Job Summary
Utilize approved AI tools like Microsoft Copilot to improve troubleshooting, documentation, and service request fulfillment while adhering to security guidelines. Serve as the first point of contact for end-user technical support requests received through SysAid, ServiceNow, email, and phone. Diagnose and resolve hardware, software, account access, printing, network connectivity, and mobile device issues independently. Provision, deploy, and support Windows laptops utilizing Microsoft Intune and Windows Autopilot. Create, manage, and troubleshoot user accounts, group memberships, and permissions within Microsoft Entra ID and Active Directory. Support Microsoft 365 applications including Outlook, Teams, Word, Excel, PowerPoint, OneDrive, and SharePoint. Assist with onboarding and offboarding activities, including account setup, device preparation, software provisioning, and access management. Support conference room technologies including Microsoft Teams Rooms, audiovisual equipment, and meeting collaboration platforms. Utilize IT service management and remote support tools to resolve incidents and service requests. Assist with endpoint security technologies including CrowdStrike, Mimecast, CyberArk, and Arctic Wolf. Escalate complex technical issues to senior help desk lead, infrastructure teams, vendors, or external service providers as appropriate. Maintain accurate asset inventory records and assist with lifecycle management activities. Create and update technical documentation, knowledge base articles, standard operating procedures, and user guides. Participate in projects related to endpoint management, security improvements, process optimization, and technology rollouts.
Required Qualifications
- 0-2 years of experience in a Help Desk, Service Desk, Desktop Support, or similar IT support role
- Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or equivalent work experience
- Experience supporting Windows operating systems and Microsoft Office applications
- Basic understanding of Microsoft 365 administration and troubleshooting
- Experience using ticketing systems to manage incidents and service requests
- Familiarity with Active Directory and/or Microsoft Entra ID user administration
- Strong troubleshooting, analytical, and problem-solving skills
- Excellent verbal and written communication skills
- Ability to prioritize multiple tasks and work effectively in a fast-paced environment
- Strong customer service orientation with a focus on professionalism and responsiveness
- Candidates should be able to work onsite in our Boston office 3-4 days per week during the initial onboarding period, with flexibility based on business needs and performance
Desired Qualifications
- Exposure to Microsoft Copilot, ChatGPT, Claude, Gemini, or similar AI platforms in an academic, personal, or professional setting
- Familiarity with AI-assisted troubleshooting, knowledge management, workflow automation, or chatbot technologies
- Experience with Microsoft Intune, Windows Autopilot, or modern endpoint management platforms
- Exposure to ServiceNow, SysAid, ConnectWise, or similar ITSM tools
- Experience supporting Microsoft Teams and conference room technologies
- Familiarity with endpoint security solutions such as CrowdStrike, CyberArk, Mimecast, or similar platforms
- Basic networking knowledge including TCP/IP, DNS, DHCP, VPN, and wireless connectivity
- CompTIA A+
- CompTIA Network+
- Microsoft 365 Fundamentals (MS-900)
- Microsoft Endpoint Administrator Associate (MD-102)
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