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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Deskside Support Technician: On-site in Waltham, MA - **Company:** Constant Contact - **Location:** Waltham, MA, United States (Remote available) - **Salary:** $50,880.0 - $63,600.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Macintosh Computers, Apple Mac Systems, JIRA, Network Connections, Network Administration, Queue Management Systems, Windows Remote Assistance, Azure Active Directory, TCP/IP, Computer Network Technologies, Microsoft InTune, Information Technology, Casper Suite, Gsuite, 3-tier Architectures, User Administration, Servicenow, User Accounts - **Published:** September 3, 2026 - **Apply:** https://jobs.localjobnetwork.com/apply/add/88256478/1 ## About the Role + Experience: 2+ years of experience providing deskside or end-user support in a corporate environment, demonstrating the ability to resolve complex Tier 2 issues independently. + Education: Associate's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. + Technical Proficiency: Proven ability in PC and Mac configuration and troubleshooting, including hands-on experience with Endpoint Management/MDM platforms. Familiarity with Google Workspace and Microsoft Entra is a plus. + Customer Focus: A strong customer and team-focused mentality with excellent interpersonal and communication skills. + Problem-Solving: Strong analytical and troubleshooting skills with the ability to build rapport, elicit problem details from users, and identify process gaps. + Time Management: Flexible work habits with strong organizational skills to prioritize both planned and unplanned customer needs against established SLAs., + Certifications: Applicable certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus. + ITSM Tooling: Familiarity with an IT ServiceDesk incident management tool (e.g., ServiceNow, Jira Service Management). + Networking Knowledge: Basic understanding of end-user network connectivity (TCP/IP, switch ports, cabling) and security principles. + Asset Management (ITAM): Special consideration for candidates with IT asset management (ITAM) experience. ## Description We have an opening for a Desktop Support Technician to join our End-User Support team and provide hands-on IT support for employees in our Waltham office. You'll troubleshoot Windows and Mac devices, support endpoint management and user accounts, deploy and refresh hardware, assist with A/V and company events, and resolve a wide range of day-to-day technical issues. This is a great opportunity for someone with a few years of corporate IT support experience who enjoys solving problems, working directly with employees, and taking ownership of issues from start to finish. This role is onsite 5 days a week at our Waltham, MA office on Winter Street, with occasional onsite support at our Boston office a few days per month. What You'll Do: As a Deskside Technician, you will be a primary point of contact for end-user support, focusing on delivering solutions that maintain organizational productivity. Your responsibilities will include: Tier 1/2 Service Delivery * + Advanced Troubleshooting: Handle Tier 1 and escalated, complex Tier 2 technical issues and minimize escalation to Tier 3 (system/network administrators) through deep root-cause analysis. + SLA & Queue Management: Manage your personal ticket queue effectively, prioritizing requests to consistently meet or exceed team SLAs while maintaining a laser focus on service excellence. + Event and Meeting Ownership: Own and coordinate setup and troubleshooting for Audio Visual (A/V) and streaming needs during All-Hands meetings and other corporate events as required. + Onsite & Remote Assistance: Provide both on-site and remote support to employees, ensuring a consistent and positive support experience for everyone., + Endpoint Management & OS Support: Utilize modern endpoint management platforms (e.g., Intune, Jamf) to configure, secure, deploy, and troubleshoot PC and Mac computers (Windows & macOS). + User Account Management: Create, maintain, and delete user accounts across various systems, with a focus on Active Directory environments. + Device Lifecycle Management: Manage the disposal and tracking of hardware assets through IT Asset Management (ITAM) processes, and coordinate hardware procurement and tech refresh cycles. + Operational Tasks: Independently execute essential support tasks including desktop builds and deployments, inventory control, software tracking, and maintaining system updates. Collaboration & Process Improvement * + Knowledge Base Management: Proactively document troubleshooting steps, common resolutions, and system processes to build and improve our internal team knowledge base. + Process Contribution: Help maintain, support, and develop team processes and strategies to improve operational efficiency. + Team Partnership: Partner effectively with other IT members, including those in remote sites, to escalate highly complex issues and ensure clear communication.