Boston or Washington D.C. - Desktop Support Specialist

Boston or Washington D.C. – Desktop Support Specialist (Remote) – Compensation $70,000 – $80,000 per year.

WeDrive

U is the leader in shared mobility solutions that connect communities, campuses, and workplaces. The company operates private shuttle and public transit systems across the U.S., providing safe, reliable, and sustainable transportation options to millions of passengers. We are seeking a Desktop Support Specialist to deliver Tier 1 and Tier 2 technical support to end users in a fast‑paced environment.

• Provide desktop support for Google Workspace (Gmail, Drive, Calendar, Meet, Admin tools).
• Configure and troubleshoot Zoom — installation, updates, audio/video issues, meeting connectivity, camera/mic settings.
• Diagnose and resolve network connectivity problems, including Wi‑Fi drops, DNS issues, VPN access, and slow internet performance.
• Resolve Google account access issues: login problems, MFA/2‑step verification, password resets.
• Manage the IT ticketing system – create, prioritize, assign, and elevate tickets; maintain SLA compliance.
• Document troubleshooting steps and resolutions in the ticketing system to improve knowledge sharing.
• Support workstation setup and deployments, including Chrome‑based configurations and user profile setup.
• Troubleshoot endpoint issues: performance slowing, application crashes, printing problems, peripheral connectivity.
• Provide remote support via Zoom or remote desktop tools to resolve issues efficiently and minimize downtime.
• Escalate complex issues to network/security teams and coordinate follow‑up communications with users.
• Monitor ticket trends to identify repeat issues; recommend process improvements or user training opportunities.
• Maintain IT asset inventory (laptops, docks, monitors, headsets); coordinate replacement/refresh requests.
• Deliver strong customer service by communicating clearly, setting expectations, and providing timely updates through ticket status changes.
• Manage IT incidents and service requests in Ivanti, completing all tickets, hardware requests, and HR‑related submissions within defined SLA timelines.
• Prepare hardware for new hire requests; ensure HR submissions are completed and equipment is ready prior to start date.
• Image new hardware for users, install necessary applications, and configure local accounts for users.
• Configure and support printer devices and laptops, including driver updates and firmware updates; keep printer drivers up to date.
• Respond to all communications from the user community, partner organizations, and affiliated vendors through appropriate channels (Zoom, Google Chat, Email, phone).
• Maintain accurate hardware inventory records and supporting documentation.
• Assist with the setup and basic configuration of access points and networking equipment under the guidance of senior IT or network teams.

• Strong working knowledge of MS Office (Word, Excel, Outlook, PowerPoint).
• 2+ years’ experience supporting end users in a technology environment.
• Strong leadership, interpersonal, organizational, and presentation skills.
• Well‑developed multitasking and time‑management skills.
• Ability to provide direction, coaching, and mentoring to employees while creating an environment that encourages and values input and feedback.
• Ability to respond to unanticipated events to ensure excellence in customer service.

• College‑level diploma in Computer Science or a related discipline.

• Google Workspace Admin experience (1–2 years).
• Active Directory user and device management experience.
• Net+ and CompTIA+ certifications.
• Printer setup and troubleshooting.
• Windows OS proficiency.

• Mac OS proficiency.
• Ticketing management experience – Ivanti.

• Physical Health benefits.
• Exceptional Medical, Dental, Vision, and Life Insurance.
• Competitive compensation packages.
• 401(k) with 4% employer match.
• Financial Wellness Tool.
• Employee Assistance Program (EAP).
• Unlimited PTO and paid holidays.
• Pet & Legal Insurance (where available).
• On‑the‑job training and skills development.
• Internal transfer opportunities for career growth.

WeDrive

U is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment free of discrimination or harassment. We value excellence and recognize that by respecting the diverse backgrounds, skills, and perspectives of our workforce, we will sustain a competitive advantage and remain an employer of choice.