Information Technology Support Specialist

Overview

A customer needs a full-time IT Support Specialist based in the Greater Boston area, working predominantly onsite—four days weekly in Woburn, MA and one day in Burlington, MA. The specialist will join a team to provide excellent management and support across various customer IT environments. Duties include handling issues escalated by customer IT staff, end users, and monitoring systems. The role demands independent problem-solving and collaboration with senior experts, emphasizing quick learning and outstanding customer service.

Shift Details and Compensation

• Hourly wage between $20.00 and $35.00, dependent on experience
• Work hours: 8:30 AM to 5:00 PM EST, Monday through Friday
• On-site requirement: Four days per week in Woburn, one day per week in Burlington

Qualifications and Training

• Mandatory: Minimum two years of experience with MS Intune, MS Entra, Windows, Slack/Teams/collaboration tools, and Microsoft 365
• Preferred: Certifications like CompTIA A+, Network+, Security+, Microsoft MTA, Google IT Support Professional; skills in Kanji/JAMF and macOS; associate degree

Experience

• 2-3 years in technical support roles
• Customer support background, preferably with 24x7x365 managed service exposure
• On-site IT service experience and familiarity using ITSM and monitoring tools

Responsibilities

• Prioritize and triage support tickets by severity
• Escalate issues appropriately when necessary
• Diligently respond to automated alerts with troubleshooting and issue resolution
• Execute service requests and address incidents following customer SOPs
• Manage user accounts including creation, disabling, termination, and name changes
• Update and track tasks via ticketing systems according to priority and SLA compliance
• Assist users with hardware, network, and application troubleshooting
• Help cross-train colleagues as needed
• Maintain professionalism and clear communication in stressful customer interactions
• Perform additional duties as assigned by management

Skills

• Experience with SaaS platforms for tasks such as user setup and password resets
• Proficiency with Microsoft Windows, Office, Office365, and macOS troubleshooting
• Strong analytical problem-solving and detail orientation
• Excellent documentation and communication capabilities
• Self-driven with enthusiasm for technology and eagerness to learn
• Basic knowledge of physical and virtual operating systems and servers

Benefits

• 401(k) retirement savings plan
• Dental health coverage
• Medical insurance
• Paid vacation and personal time off