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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Technician (Hybrid) - **Company:** Longroad Energy - **Location:** Boston, MA, United States (Remote available) - **Experience:** Experienced - **Salary:** $70,000.0 - $90,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Adobe Acrobat, Active Directory, Antivirus Softwares, Software Applications, Collaborative Software, Desktop Computing, Virtual Private Networks (VPN), Network Troubleshooting, Azure Active Directory, Wide Area Networks, Wi-Fi Technology, Enterprise Software Applications, ServiceNow IT Service Management, Information Technology, Slack, Laptops - **Published:** September 24, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=7b88c34b5d438d6c ## About the Role * 2+ years of experience providing help desk, desktop support, IT support, or similar end-user technical support within the technology industry. * Associate's degree in information technology, Computer Science, or a related field, or completion of a recognized IT/technical training program. * Excellent problem-solving and analytical skills. * Demonstrated ability to troubleshoot and resolve hardware, software, connectivity, and user-access issues. * The ability to break down technological processes and deliver clear, step-by-step instructions to users with varying levels of technical knowledge. * Ability to manage multiple support requests and priorities in a fast-paced environment * Strong verbal and written communication skills. * Strong customer service orientation with the patience and interpersonal skills necessary to effectively support end users. * Ability to work on-site in the Boston office four (4) days per week. * Willingness to travel occasionally (approximately 10%) to other company offices and facilities for on-site support. Desired/Preferred Qualifications * Experience with Freshservice or another IT service management (ITSM) or ticketing platform strongly preferred. * Experience with Active Directory and/or Microsoft Entra ID (Azure AD). * Experience supporting Microsoft 365 and related collaboration tools. * Familiarity with VPN, Wi-Fi, LAN/WAN, and general network troubleshooting. * Passion for problem-solving and customer service * Team-oriented mindset with an openness to constructive feedback and collaboration. * Eagerness to learn new technologies, systems, and IT support practices. Characteristics Necessary for Success * Demonstrates humility, curiosity, and a willingness to ask questions and seek guidance when needed. Demonstrates personal accountability and Integrity. * Ability to make informed decisions in a quick and nimble manner. * Comfortable working in a fast-paced environment where priorities and business needs may change quickly. * Collaborative and team-oriented approach with a commitment to delivering a positive end-user experience. ## Description Reporting to the IT Manager, the Help Desk Technician will provide day-to-day technical support for Longroad employees and their computing needs. This role will engage end-users via phone, chat, and e-mail and to troubleshoot and resolve technical issues both remotely and onsite at the Boston office. This role is expected to be onsite four (4) days per week, with the flexibility to work remotely one (1) day per week. The hybrid schedule is subject to business needs and may be adjusted based on meetings, team needs, and other in-person commitments. The Help Desk Technician will also have opportunities to expand their technical knowledge and professional development by participating in various IT projects and working with different areas of the organization. This role will be part of a team that nurtures growth, appreciates diversity, encourages initiative, values teamwork, shares success, rewards excellence, and takes pride in making a positive impact to the future of our planet. Responsibilities End-User & Technical Support * Provide day-to-day technical support to end users, troubleshooting and resolving hardware, software, connectivity, and access-related issues. * Log, track, prioritize, and resolve incidents and service requests through the IT ticketing system (Freshservice) in accordance with established service-level expectations. * Install, configure, maintain, and troubleshoot desktops, laptops, operating systems, desktop software, and enterprise applications. * Support Windows 11, Microsoft 365, Slack, Microsoft Teams, GlobalProtect VPN, Adobe Acrobat, system patches, antivirus software, file and print sharing, Wi-Fi, LAN/WAN connectivity, password resets, and other common end-user technologies. * Set up, maintain, and troubleshoot conference rooms and other shared technology systems. * Collaborate with IT team members to troubleshoot and resolve more complex technical issues, escalating issues as appropriate. Employee Onboarding & Access Administration * Support new hire onboarding, including account creation, equipment and phone provisioning, application setup and training, and new hire IT orientation. * Support employee offboarding activities, including account access changes and equipment recovery, in accordance with established procedures. * Perform basic user account and group administration in Active Directory and Microsoft Entra ID (Azure AD), including adding, removing, and updating user information and system access. IT Asset & Systems Management * Perform routine maintenance, updates, and troubleshooting for company workstations. * Perform routine audits of systems and software and assist with identifying and addressing issues. * Maintain accurate IT asset inventory records and support the lifecycle management of company hardware. * Track equipment orders and coordinate the delivery, receiving, deployment, and return of IT assets. * Follow established IT security policies, access-control procedures, and data protection practices when supporting users and administering company systems. IT Projects & Team Collaboration * Participate in IT projects and technology initiatives that support business and operational needs. * Collaborate with IT team members and other departments to support technology needs and identify opportunities to improve the end-user experience. * Contribute to team knowledge sharing, documentation, and continuous improvement of IT support processes and practices. ## Related Videos - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Panel: New Work](https://www.wearedevelopers.com/videos/816-panel-new-work) - [Stack Overflow: Community and AI](https://www.wearedevelopers.com/videos/600-stack-overflow-community-and-ai) - [Beyond the 9–5: Designing Work Around Humans](https://www.wearedevelopers.com/videos/1321-beyond-the-9-5-designing-work-around-humans) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [Leading Through Stagility: Human Capital Trends That Redefine Work](https://www.wearedevelopers.com/videos/1717-leading-through-stagility-human-capital-trends-that-redefine-work) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Remote, Hybrid, or In-Office: What’s Really Best for Developers?](https://www.wearedevelopers.com/magazine/638-remote-hybrid-or-in-office-what-s-really-best-for-developers) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers)