Desktop Support Technician

Onsite in Lexington, MA and Cambridge, MA

NO C2C - Must be able to work without sponsorship

The Deskside Technician is expected to be proactive, improvement-oriented, and eager to learn new technologies, while effectively managing multiple support requests in a fast-paced environment. Clear, concise communication and a customer-first mindset are essential to success in this role.

• Bachelor’s degree or equivalent professional experience
• 2+ years of deskside or end-user support experience
• Experience supporting Windows and macOS environments
• Familiarity with Active Directory, Microsoft 365, and ticketing systems
• Strong customer service and communication skills
• Ability to work independently and as part of a team

• Provide Tier 1 and Tier 2 deskside support for hardware, software, operating systems, and peripherals
• Deliver remote and onsite troubleshooting for desktops, laptops, printers, mobile devices, VOIP phones, and collaboration tools
• Strive to resolve issues at first contact whenever possible and elevate appropriately when required
• Deliver comprehensive support for meetings ranging from small team sessions to large Town Halls, including technical assistance and coordination of planning activities.

• Provide professional, courteous support to all employees
• Deliver white-glove support for executives and VIP users as needed
• Ensure timely communication, expectation setting, and follow-up

• End-user issues are resolved efficiently with minimal repeat incidents
• Multiple tickets and requests are handled effectively without missed SLAs
• Users consistently report positive support experiences
• Documentation and knowledge base content improves over time
• Escalations are handled correctly and professionally
• The technician demonstrates reliability, accountability, and initiative