Desktop Support Specialist

ERG is a research and consulting firm that provides a wide range of support to federal, state, and commercial clients. ERG offers multidisciplinary teams with nationally recognized skills in engineering, science, economics, public health, informational technology, and communications. We hire people with the best minds and then provide them with a vibrant and flexible environment in which to develop their careers. The qualified individual must be highly motivated with the skills to prioritize, perform, and communicate effectively in a fast-paced environment. 

Are you a tech-savvy professional with a passion for problem-solving and delivering outstanding customer support? ERG is seeking a Desktop Support Specialist to join our dynamic IT team. This hybrid role is based in our Concord, MA office and offers the opportunity to support a diverse and collaborative environment across multiple locations.

The ideal candidate is self-motivated, detail-oriented, and thrives in a fast-paced setting. You'll play a critical role in supporting end users, managing IT assets, streamlining processes, and maintaining a secure and efficient IT infrastructure.

Job Description:

• Provide first-line support for desktops, laptops, and Office 365 applications
• Set up, configure, and troubleshoot new hire equipment
• Manage user accounts in Active Directory and support MFA setup
• Resolve hardware, software, and network issues (VPN, drivers, OS)
• Handle password management and account lockouts
• Support onboarding and offboarding processes, including provisioning/deactivating accounts and collecting/setting up hardware
• Manage and support conference room equipment and office moves
• Maintain inventory documentation and software/hardware asset records
• Perform patch management, virus protection, OS upgrades, and printer troubleshooting
• Create and maintain knowledge base articles to foster self-service
• Coordinate with external vendors for warranty repairs and replacements
• Provide backup support and manage remote access tools and systems
• Hybrid schedule with a minimum of 3 days onsite
• Collaborative and supportive IT team
• Opportunity to contribute to process improvements and security best practices

Qualifications and Skills:

• 3–5 years’ experience in a desktop support or helpdesk role
• 5+ years working with Microsoft technologies: Windows 10/11, Office 365, Active Directory, SharePoint Online, Microsoft Teams
• 3+ years of experience with network equipment (switches, hubs, routers)
• Hands-on experience with MFA, VPNs, and BitLocker
• Familiarity with Dell hardware and HP printers
• Experience with Zoom, Microsoft Teams, GoToMeeting, and other AV tools
• Working knowledge of TCP/IP, DNS, DHCP, and wireless networking
• Experience with ServiceDesk Plus or similar ticketing systems
• CompTIA A+ or Network+ certifications (a plus)

ERG offers competitive salaries and excellent benefits, including health and dental insurance, life insurance, long-term disability, educational benefits, FSAs, a generous 401k plan, profit sharing, an EAP, 11-20 paid vacation days per year, 10 paid holidays per year, 56 hours or more of sick leave (based on the state you work in) per year (pro-rated for part-time) and more. The salary range for all positions depends on the years and type of experience. 

ERG is an equal opportunity employer and complies with all applicable EEOC regulations. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual preference, national origin, disability, or status as a protected veteran.  

Please be aware, the only authentic corporate domain for ERG is https://www.erg.com.  ERG may, on occasion, screen applicants via telephone or video interviews via Skype, Teams, GoToMeeting, or another type of video platform. However, any candidate extended a job offer might be asked to meet in person with an ERG employee before providing confidential personal information associated with new employment. 

If you’re a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access ERG’s online application process as a result of your disability. To request accommodation, please contact Human Resources via email at [email protected] or call (781) 674-7293. 

ERG fosters a friendly, flexible work environment. ERGers are dedicated to serving clients who are committed to making the world a better place. We promote and recognize principles of fairness and respect in the work we do, the partnerships we foster, and the culture we value both within and outside of our organization.