Job Description

Job Description

Position Overview

As a HelpDesk Specialist, you will be the primary point of contact for resolving a wide range of technical issues in person and remotely. This is a fully on-site role based in Boston, MA, r equiring a 5-day-per-week presence (Monday through Friday) across up to 5 local client sites . Travel between sites is handled via MBTA or rideshare and is fully covered. You will manage user accounts, troubleshoot application and access issues, and ensure seamless operation of on-site technology such as meeting room systems . You'll also assist with hardware and software lifecycle management and may participate in cloud and on-premises projects as needed.

Key Responsibilities

• User Request / Incident Management: Provide on-site and remote troubleshooting for access issues, Office Suite problems, and other software-related challenges.
• Multi-Site Coverage: Travel between up to 5 Boston-area client sites as needed via MBTA or rideshare (travel expenses fully covered).
• Meeting Room Technology: Set up, troubleshoot, and maintain audiovisual and conferencing equipment across all sites.
• User Lifecycle Management: Assist with onboarding/offboarding, including provisioning/deprovisioning of devices and access rights.
• Hardware Support: Manage the complete hardware lifecycle, from deployment to disposal, including laptops, desktops, mobile devices, and peripherals.
• Device Management: Ensure endpoint devices (laptops, desktops, printers, and copiers) are up to date, secure, and functional.
• Laboratory Technology: Support any specific lab equipment or specialized devices as needed.
• Endpoint Security: Ensure all endpoint devices adhere to security policies, including antivirus and encryption tools.

Additional Responsibilities

Participate in various side projects related to cloud and on-premises infrastructure when needed. You'll collaborate with other teams and on-site stakeholders, contributing based on workload and priority. Given the client-facing, multi-site nature of this role, a polished and professional presence is essential at all times.

Qualifications:
Qualifications

• Bachelor's degree in Computer Science, Engineering, or a related field.
• 3+ years of experience in a HelpDesk or IT Support role, with significant on-site responsibilities.
• Hands-on experience with user account management tools ( Office 365, JIRA, etc. ).
• Strong troubleshootin g skills in resolving issues related to Office Suite, connectivity, and other software applications.
• Hardware troubleshooting and maintenance skills, including laptops, desktops, and peripheral devices.
• Familiarity with device management systems and lifecycle processes.
• Excellent communication skills, both written and verbal, with the ability to interface confidently with users and clients on-site.
• Comfortable working across multiple locations ; ability to manage time and priorities while traveling between sites.
• Ability to multitask and prioritize in a fast-paced, multi-site environment while maintaining attention to detail.

Preferred Qualifications

• Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certifications are highly desirable.
• Experience with endpoint security tools (e.g., antivirus, encryption) and device management best practices.
• Knowledge of cloud infrastructure (Azure, AWS) and on-premises solutions is a plus.
• Prior experience in a multi-site or field technician role is a strong asset.

Personal Attributes

• Customer-Focused : You enjoy working directly with end-users and clients in person, delivering solutions with patience and professionalism.
• **Adaptable & Mobile: **You are comfortable moving between sites and adapting to different environments and teams throughout the week.
• Well-Spoken and Presentable: You represent the company with a polished, professional manner in all client-facing interactions across multiple locations.
• Problem-Solver: You thrive on diagnosing complex technical issues on the spot and delivering timely, effective solutions.

Additional Information

Work Schedule & Location

This is a fully on-site position , Monday through Friday, across up to 5 client sites in the greater Boston, MA area. Candidates must be Boston-based . Inter-site travel is via MBTA or rideshare — all associated travel costs are fully reimbursed.

_ When applying, make sure your resume is up to date and includes your current location. _

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