Help Desk Technician; Level 1
Listed on 2026-03-05
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IT/Tech
IT Support, HelpDesk/Support, Technical Support
Full time | Boston Managed IT | United States
Posted On 03/03/2026
Job InformationIT Services
Work Experience 1-3 years
City Waltham
State/Province Massachusetts
02453
Job DescriptionAbout Us Boston Managed IT is a fast-growing MSP serving businesses across Greater Boston. We support clients in healthcare, finance, legal, and professional services — keeping their technology running so they can focus on what they do best. We're expanding our team and looking for sharp, client-focused technicians who want to grow with us.
The Role As a Help Desk Technician, you'll be the first point of contact for our clients' IT needs. You'll resolve issues quickly, communicate clearly, and elevate intelligently — all while building relationships that keep clients confident in our service.
What You’ll Do
- Respond to and resolve help desk tickets via phone, email, and chat (hardware, software, networking, M365)
- Triage and elevate complex issues to Level 3 engineers when needed
- Perform onboarding/offboarding tasks: account setup, device provisioning, access management
- Document all incidents and resolutions in our ticketing system (Connect Wise / Autotask)
- Support clients on-site when needed across the Greater Boston area
- Monitor alerts and assist with proactive maintenance tasks
What We're Looking For
- 1–3 years of IT support or help desk experience (MSP experience a strong plus)
- Working knowledge of Windows 11, Microsoft 365, Active Directory, and basic networking (DNS, DHCP, TCP/IP)
- CompTIA A+, Network+, or Microsoft certifications preferred
- Strong communication skills — you'll be client-facing daily
- Ability to manage multiple tickets simultaneously without dropping the ball
- Valid driver’s license (on-site visits required)
Nice to Have
- Experience with RMM tools (Datto, Ninja
RMM, Super Ops) - Familiarity with cybersecurity basics (MFA, EDR, phishing response)
- Exposure to HIPAA or SOC 2 environments
Why Join Us
- Competitive salary + bonus
- health
- Paid certifications and training (we invest in your growth)
- Collaborative team, no micromanagement
Annual Bonus $2,000–$4,000 performance-based
PTO Unlimited with priar approval
Cert reimbursement Up to $1,500/year for CompTIA, Microsoft, etc.
Hybrid flexibility 2 days in-office/field, 3 remote (where client allows)
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