Boston or Washington D.C. - Desktop Support Specialist

WeDriveU is the leader in shared mobility solutions that connect communities, campuses, and workplaces. WeDrive

U operates private shuttle and public transit systems across the U.S serving millions of passenger journeys a year. The company's 5,500+ team members operate 4,000 vehicles across 55 U.S. locations, providing safe, reliable and sustainable options as part of a global family of brands serving more than 1 billion bus and rail passengers on four continents. Visit  to learn more about our company, clients and career opportunities.

The Desktop Support Specialist is responsible for providing Tier 1 and Tier 2 technical support to end users across the organization. The right candidate will thrive in a fast-paced environment, as the company expands their presence in the dynamic transportation marketplace.

• Provide Tier 1 / Tier 2 desktop support in a Google Workspace environment (Gmail, Drive, Calendar, Meet, and Admin tools)
• Troubleshoot end-user issues related to Google Chrome (performance, extensions, cache/cookies, sign-in, profile sync)
• Support and configure Zoom (installation, updates, audio/video troubleshooting, meeting connectivity, camera/mic settings)
• Diagnose and resolve network connectivity issues including Wi‑Fi drops, DNS issues, VPN access, and slow internet performance
• Assist users with Google account access issues including login problems, MFA/2‑step verification support, and password resets
• Manage the IT ticketing system by creating, prioritizing, assigning, and escalating tickets while ensuring SLA compliance
• Document troubleshooting steps and resolutions clearly within the ticketing system to improve knowledge sharing
• Support workstation setup and deployments including Chrome‑based configurations and user profile setup
• Troubleshoot common endpoint issues such as slow performance, application crashes, printing problems, and peripheral connectivity
• Provide remote support via Zoom or remote desktop tools to resolve issues efficiently and minimize downtime
• Support Chrome browser security best practices including safe browsing settings and approved extensions
• Escalate complex issues to network/security teams and coordinate follow‑up communications with users
• Monitor ticket trends to identify repeat issues and recommend process improvements or user training opportunities
• Maintain IT asset inventory (laptops, docks, monitors, headsets) and 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, ensuring all tickets, hardware requests, and HR‑related submissions are completed within defined SLA timelines
• Prepare hardware for new hire requests, ensuring 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
• Respond to all communications from the user community, partner organizations, and affiliated vendors via appropriate channels (Zoom, Google chat/Video, Email, phone calls, etc.)
• 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 Software (Word, Excel, Outlook, PowerPoint, etc.) and transportation related software
• 2+ years’ experience
• Strong leadership skills and interpersonal skills
• Strong organizational and group presentation skills
• Well‑developed multi‑tasking 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 related disciplines

• Google Workspace Admin experience…