Technical Support Analyst

IT Support Specialist (Contract-to-Hire)

Great opportunity to join a fast-paced technology environment where you’ll provide hands‑on support and build strong relationships across the organization.

This role is a 6‑month contract‑to‑hire position that provides deskside support across multiple office locations, primarily in Boston and Brookline. Flexibility is required for occasional on‑call work, weekend maintenance, and 3–5 hours of overtime a week. Excellent path for growth and skill development.

• Split time between on‑site support (approx. 60%) and remote assistance (phone, chat, email)
• Participate in weekly help desk rotation (8 hours/week of call queue coverage)
• Resolve Tier I technical issues and service requests
• Triage and expand complex incidents to senior support teams
• Troubleshoot hardware, software, and network connectivity issues
• Confirm resolution with end users and properly document updates in the ITSM platform
• Collaborate with infrastructure, security, systems, and application teams
• Follow IT and security standards, policies, and procedures
• Create and maintain internal knowledge articles
• Support ongoing process improvement efforts within IT
• Manage multiple tasks with responsiveness and strong time management
• Take on special assignments as needed

• 3+ years of technical support experience
• Experience supporting Windows OS, MS Office, and Active Directory
• Ability to image/configure new devices and reimage systems as needed
• Base knowledge of networking basics and troubleshooting
• Ability to verify device encryption and work with spam filtering tools
• Strong customer service and communication skills
• Reliable transportation, valid driver’s license, and ability to move equipment between sites
• Ability to pass standard background/drug screening (excluding marijuana)

Medical, dental, vision, life, disability, FSA, and 401(k) with company match.