Help Desk Technician (Level 1/2)
Role details
Job location
Tech stack
Job description
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 escalate intelligently - all while building relationships that keep clients confident in our service. What You'll Do
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Respond to and resolve help desk tickets via phone, email, and chat (hardware, software, networking, M365)
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Triage and escalate complex issues to Level 3 engineers when needed
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Perform onboarding/offboarding tasks: account setup, device provisioning, access management
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Document all incidents and resolutions in our ticketing system (ConnectWise / Autotask)
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Support clients on-site when needed across the Greater Boston area
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Monitor alerts and assist with proactive maintenance tasks
Requirements
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1-3 years of IT support or help desk experience (MSP experience a strong plus)
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Working knowledge of Windows 11, Microsoft 365, Active Directory, and basic networking (DNS, DHCP, TCP/IP)
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CompTIA A+, Network+, or Microsoft certifications preferred
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Strong communication skills - you'll be client-facing daily
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Ability to manage multiple tickets simultaneously without dropping the ball
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Valid driver's license (on-site visits required)
Nice to Have
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Experience with RMM tools (Datto, NinjaRMM, SuperOps)
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Familiarity with cybersecurity basics (MFA, EDR, phishing response)
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Exposure to HIPAA or SOC 2 environments
Benefits & conditions
Why Join Us
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Competitive salary + bonus
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health
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Paid certifications and training (we invest in your growth)
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Clear promotion path: L1 * L2 * L3 * Engineer
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Collaborative team, no micromanagement
Base Salary $58K-$72K (L1 toward lower end, L2 upper end) 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), + $20.00-29.00 per hour We are looking for enthusiastic individuals to join our team as Behavior Technicians. As a Behavior Technician, you will have the opportunity to make a real difference in the lives…
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