Technical Support

Technical Support 

The Technical Support is responsible for delivering day-to-day IT support to employees within their assigned site while providing a high level of customer service. This role serves as the first point of contact for end-user technology issues and works closely with global IT teams to resolve incidents, fulfill service requests, and support a positive end-user experience. 

Working within established processes and procedures, the Technical Support Specialist performs front-line support for hardware, software, collaboration technologies, and workplace IT services. More complex issues are escalated to the appropriate support teams while maintaining ownership through resolution. 

Key Responsibilities 

• Provide first-line technical support for desktops, laptops, mobile devices, printers, and peripheral equipment. 

• Diagnose, troubleshoot, and resolve hardware, software, operating system, and application issues. 

• Support the AskIT desk by delivering walk-up, scheduled, and remote technical assistance. 

• Install, configure, replace, and deploy Windows laptops, desktops, and approved peripherals. 

• Perform workstation imaging, software installation, and standard configuration activities. 

• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office applications. 

• Assist users with collaboration technologies, including Microsoft Teams, Zoom, conference rooms, and meeting room equipment. 

• Create, update, and resolve incidents and service requests within established SLA and OLA targets. 

• Maintain accurate documentation of work performed, asset information, and knowledge articles when appropriate. 

• Perform hardware moves, ads, changes, replacements, and equipment refresh activities. 

• Support new hire onboarding, employee transfers, and offboarding activities. 

• Coordinate warranty repairs and hardware replacement with approved vendors. 

• Provide hands-and-eyes support for infrastructure, networking, AV, and server teams when requested. 

• Maintain inventory accuracy by following asset management processes and updating asset records. 

• Escalate unresolved or complex issues to the appropriate support teams while keeping customers informed. 

• Follow IT security policies, standard operating procedures, and change management processes. 

• Deliver professional, courteous, and timely customer service while building positive relationships with end users. 

• Ability to support Waltham, Kendall Square, 121 Seaport (Boston), 100 Binney locations. 

Required Qualifications 

• High School Diploma or equivalent required. 

• One or more years of experience in desktop or end-user technical support preferred. 

• Experience supporting Windows operating systems and Lenovo desktop and laptop hardware. 

• Working knowledge of Microsoft 365, including Outlook, Teams, OneDrive, and Office applications. 

• Experience supporting printers, mobile devices, and common workplace technologies. 

• Familiarity with ServiceNow or a similar IT Service Management platform. 

• Basic understanding of networking concepts, VPN connectivity, and enterprise security practices. 

• Strong troubleshooting, communication, and customer service skills. 

• Ability to prioritize multiple tasks while meeting service level expectations. 

• Ability to work independently and collaboratively within a team environment. 

Preferred Qualifications 

• Associate or bachelor’s degree in information technology or a related field. 

• Experience supporting Apple macOS and iOS devices. 

• Experience with Microsoft Intune, SCCM, or endpoint management tools. 

• ITIL Foundation certification or equivalent IT service management experience. 

• Experience supporting conference room technology and hybrid meeting environments.