IT Support Specialist (Onsite) 2+ yrs min experience req

As part of the Information Technology team, IT Support will provide IT system support. Core functions of this role include troubleshooting hardware and software issues, managing user accounts and password resets, supporting new hire onboarding and offboarding processes, and maintaining accurate ticket documentation in accordance with IT procedures. The IT Support Specialist will follow established standard operating procedures (SOPs) and escalate issues beyond the scope of Level 1 support to senior IT staff as appropriate.

Responsibilities

Provide technical support to end users for hardware, software, and network-related issues, including troubleshooting laptops, peripherals, VPN, Office 365 applications, and 3rd party software.

Perform user account administration and troubleshooting in Microsoft 365 Admin Center (Entra ID, Azure AD, Exchange Online).

Manage and maintain user accounts, computers, and groups in Active Directory.

Install, configure, and troubleshoot Windows and macOS endpoints.

Assist with device setup, onboarding, and offboarding processes.

Monitor and respond to helpdesk tickets in a timely manner, escalating when needed.

Assist with data transfers and Image Import

Support office network basics (Wi-Fi, switching, cabling, printers).

Document support issues, resolutions, and standard procedures.

Assist senior IT staff with system maintenance, updates, and projects, including occasional after-hours work.

Maintain inventory of laptops, accessories, and IT supplies and other administrative tasks

Performs other departmental activities as needed upon request.

A bachelor's degree in information technology, Computer Science, or a related field is preferred, though not required. Equivalent hands-on experience and demonstrated technical knowledge will be considered in lieu of formal education.

Candidates must have a minimum of 2-3 years of experience in a helpdesk, IT support, or end-user technical support role.

Experience should include troubleshooting hardware and software issues, managing user accounts, and working within a ticketing system in a professional environment.

CompTIA A+ certification is required. Additional certifications in relevant technologies are a plus but not mandatory., Are you authorized to work in the United States without employer sponsorship?

• Endpoint Management

• Have you imaged or deployed endpoints using any MDM or deployment tools such as Intune, Autopilot, or SCCM?

• Ticketing & Escalation

• What ticketing systems have you worked in and how did you document recurring issues for the team's knowledge base?

• Cloud & SaaS Platforms

• Do you have any hands-on experience with AWS or Azure - even at a basic level? Walk me through what you've actually done in those environments.

• • Have you ever worked with cloud storage platforms such as SharePoint Online, OneDrive, or AWS S3 - specifically around permissions and access issues?

• Availability:

• This role occasionally requires after-hours support for maintenance windows or urgent issues - are you able to accommodate that?

• This is a fully in-person (on-site) role - can you reliably commute five days a week to the office?

Education:

• Bachelor's (Preferred)

Experience:

• Help desk, IT Support and End-user Tech Support: 2 years (Required)
• Software and Hardware troubleshooting: 2 years (Required)
• Managing user account, working within ticketing system: 2 years (Required)

License/Certification:

• CompTIA A+ (Required)

Ability to Commute:

• Waltham, MA 02452 (Required)

Professional development assistance, Tuition reimbursement, 401(k), Health insurance, Paid time off, Employee discount, Vision insurance, Health savings account, * 401(k)

• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance