Job Title: Helpdesk Support Technician I
: $$$$/hr
Location: 250 Campus Drive, Marlborough MA 01752
Schedule: Monday-Friday, 8:00 AM - 5:00 PM (1-hour lunch)
DUration: 6+ Months
Position Summary
- Seeking a customer-focused IT Support professional to provide onsite end-user support in a Microsoft enterprise environment. This individual will troubleshoot hardware, software, device, and access-related issues while delivering a high level of customer service. Ideal candidates will have prior Help Desk, Service Desk, or Desktop Support experience supporting Windows environments and Microsoft technologies.
Description
About the Role
- We are seeking a highly skilled and customer-focused User Support Technician II to join our IT User Services team. This role is designed for an experienced support professional who thrives in a fast-paced environment and is passionate about delivering exceptional end-user experiences while solving more complex technical issues.
- In this role, you will act as a key escalation point for advanced troubleshooting, provide mentorship to Level I technicians, and contribute to the continuous improvement of IT services and processes.
Must-Have Skills
- Customer Support / End User Support
- Active Directory
- Exchange
- Intune
- Windows PC troubleshooting
- Microsoft 365 support
- Strong communication and customer service skills
Preferred Experience
- Help Desk or Desktop Support environment
- ServiceNow or similar ticketing system
- Azure AD exposure
- Basic networking knowledge (VPN, Wi-Fi, DNS)
- Hardware deployment and support
- Mobile device support
Key Responsibilities
- Provide technical support via tickets, phone, Teams, and walk-up support.
- Troubleshoot Windows hardware and software issues.
- Support Microsoft 365 applications including Outlook and Teams.
- Perform Active Directory account administration and user access support.
- Support Exchange mailbox issues.
- Assist with Intune-managed devices and endpoint troubleshooting.
- Document incidents and resolutions within the ticketing system.
- Deliver excellent customer service to internal users.
Target Candidate Profile
- 1-3+ years of Help Desk, Service Desk, Desktop Support, or IT Support experience.
- Experience supporting Microsoft environments.
- Strong troubleshooting capability combined with excellent customer service skills.
- Comfortable working onsite and interacting directly with end users.
- Experience with AD, Exchange, Intune, and Windows support.