Help Desk Technician II

Job Title: Level 1 Help Desk Technician

Location: Wilmington, MA (on-site)

Pay Range: $25-27.54/hr W2

Term: 1 Year Contract-To-Hire (FTE Conversion)

The client is seeking a motivated and technically capable Help Desk Level 1 Technician to join our on-site IT support team in Wilmington, MA. You'll work from tickets in our service desk system and provide in-person and remote support to internal employees. The ideal candidate will develop into a long-term team member and have the opportunity to convert to full-time based on performance.

• Provision, configure, and deploy Dell Windows laptops and peripherals
• Perform user onboarding and offboarding (account setup, access, licensing)
• Manage and troubleshoot user accounts in Active Directory
• Assign and manage licenses in Microsoft 365 / Exchange
• Assist with endpoint management using Intune and SCCM
• Support software installations and updates using provisioning and patching tools (ex: Patch My PC)
• Troubleshoot common hardware and software issues (PCs, peripherals, OS, Office apps, basic network issues)
• Respond to and document tickets in Fresh service (or similar ticketing system experience is fine)
• Perform basic hardware lifecycle work (imaging, reimaging, decommissioning, inventory tracking)
• Escalate complex issues to Level 2/3 teams when needed
• Maintain clear documentation and follow IT processes and security best practices

• Endpoint Management:
  Intune, SCCM
• Identity & Access:
  Active Directory, AD Manager, AD Audit Plus
• Email &
  
  Collaboration:
  
  Microsoft 365, Exchange
• Provisioning & Patching:
  Patch My PC, basic provisioning tools
• Hardware:
  Dell PCs (100% Windows environment – no Mac)
• Ticketing:
  Fresh service
• Other Tools:
  Jet Brains, Ryder (internal tooling exposure is a plus)

• 4–5 years of experience in IT Support, Help Desk, or Desktop Support
• Hands‑on experience with Active Directory (users, groups, basic permissions)
• Experience with Microsoft 365 and/or Exchange
• Some experience with endpoint management tools such as Intune or SCCM
• Comfortable provisioning laptops and supporting both hardware and software issues
• Familiarity with ticketing systems (Fresh service preferred, but not required)
• Strong customer service mindset with professional communication skills
• Willingness to learn and grow into higher-level responsibilities

This role requires more than just password resets — you should already have a solid technical foundation and be ready to expand your skill set.

• Experience with Patch My PC or similar patch management tools
• Exposure to hardware lifecycle management
• Experience working in a corporate or enterprise IT environment
• Basic scripting or automation experience

If this is a role that interests you and you’d like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!