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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Technician - **Company:** Actalent - **Location:** Bedford, MA, United States - **Salary:** $47,840.0 - $62,400.0 - **Contract:** Temporary contract - **Skills:** Microsoft Windows, Active Directory, Apple IOS, Software Applications, Business Software, Microsoft Outlook, Business Systems, Collaborative Software, CompTIA Network+, Cyber Security, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Identity and Access Management, IT Management, Virtual Private Networks (VPN), Networking Basics, Office Suite, Remote Access Technology, Microsoft SharePoint, Software Deployment, Wi-Fi Technology, Microsoft Onedrive, Information Technology, Epicor ERP, Laptops, ManageEngine, User Accounts - **Published:** October 28, 2026 - **Apply:** https://www.careercircle.com/jobs/all/all/usa/ma/bedford/8025d2fd-1d17-468d-bf86-e50a0927a56d ## About the Role Apple IOS Visionary Operations Leadership Management Innovation CompTIA A+ Coordinating Communication Microsoft 365 User Accounts Prioritization Microsoft Teams Customer Service Active Directory Business Systems CompTIA Network+ Operating Systems Microsoft Outlook Help Desk Support Microsoft Windows Endpoint Security Remote Monitoring Facility Operations Software Deployment Microsoft SharePoint IT Service Management Organizational Skills Remote Access Systems Collaborative Software Hardware Troubleshooting Engineering Design Process ManageEngine AssetExplorer Verbal Communication Skills Enterprise Resource Planning End-User Training And Support Continuous Improvement Process Virtual Private Networks (VPN) Endpoint Detection And Response Secure Remote Password Protocols Troubleshooting (Problem Solving) Manufacturing Execution System (MES) Dynamic Host Configuration Protocol (DHCP), * Minimum 23 years of hands-on experience providing Tier 1 support for end-user devices (laptops, desktops, and mobile devices) in a business environment. * Strong working knowledge of Microsoft Windows 11, including configuration, troubleshooting, and user support. * Strong working knowledge of Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, and Office applications. * Experience with Active Directory user and group administration, including account creation, modification, and access management. * Hands-on experience using a remote monitoring and management (RMM) or IT service management platform (such as NinjaOne, ConnectWise, or ManageEngine) for ticket management and endpoint administration. * Ability to provide Tier 1 support across corporate and manufacturing environments, including shop floor computing needs. * Mobile device troubleshooting skills for iOS and Android platforms. * General understanding of networking fundamentals, including DNS, DHCP, VPN, and WiFi. * General understanding of information security principles and secure computing practices. * Strong customer service skills with excellent written and verbal communication abilities. * Experience interacting professionally with employees at all levels of an organization, including C-level executives. * Ability to prioritize and respond quickly to production-critical issues to minimize downtime. * Ability to follow and contribute to documented procedures, runbooks, and knowledge base articles., * Previous experience providing IT support in a manufacturing or engineering environment is strongly preferred. * Familiarity with Epicor Kinetic ERP or similar enterprise resource planning systems is beneficial. * Experience supporting manufacturing execution systems (MES) or other shop floor applications is an advantage. * Experience with endpoint security tools such as Sophos EDR, including triaging alerts and coordinating remediation, is preferred. * CompTIA A+ certification is preferred. * CompTIA Network+ certification is preferred. * Microsoft certifications related to Windows or Microsoft 365 are preferred. * Experience with other RMM or IT service management platforms, such as ConnectWise or ManageEngine, is a plus. * Ability to train end users on hardware, software, and security practices in a clear and approachable manner. * Strong organizational skills for managing asset inventory, spare parts tracking, and documentation. * Demonstrated ability to work effectively in a fast-paced environment with competing priorities. * Interest in contributing to continuous improvement of IT processes, templates, and training materials., Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. ## Description This role serves as the primary Tier 1 support contact for end users across corporate offices and manufacturing environments. The Support Technician / IT Helpdesk Technician triages, documents, and resolves IT service requests, administers user accounts and endpoints, supports core business applications, and contributes to security operations and continuous improvement of IT processes and documentation., * Serve as the primary point of contact for Tier 1 end-user support across corporate and manufacturing environments. * Triage, document, and resolve support tickets in the IT service management platform (such as NinjaOne), escalating issues to Tier 2 or specialist teams when appropriate. * Provide break/fix support for laptops, desktops, and mobile devices, including hardware troubleshooting, software support, and peripheral configuration. * Manage asset inventory and spare parts tracking to ensure accurate records of hardware and timely replacement of equipment. * Perform desktop administration, including software deployment, configuration changes, and remote access support. * Troubleshoot mobile devices running iOS and Android, resolving connectivity, configuration, and application issues. * Carry out user lifecycle administration, including onboarding, role changes, and offboarding activities. * Provision endpoints and set up user accounts in Active Directory and Microsoft 365, including email, collaboration tools, and access permissions. * Configure and support VPN access and related security tooling to enable secure remote connectivity for end users. * Support end-user access to core business systems, including Epicor Kinetic ERP and related manufacturing execution systems, resolving common user issues and escalating application-specific problems to ERP and MES administrators as needed. * Assist with endpoint security operations using Sophos EDR by triaging security alerts and coordinating remediation activities with IT leadership. * Maintain accurate and up-to-date documentation in the helpdesk knowledge base, including troubleshooting steps, configuration details, and standard procedures. * Contribute to continuous improvement of templates, runbooks, and end-user training materials to enhance support efficiency and user experience. * Train end users on standard hardware usage, software applications, and information security best practices. * Support shop floor computing needs and respond promptly to production-critical issues to minimize downtime in manufacturing operations. * Participate in IT projects such as hardware refreshes, operating system upgrades, and the rollout of new applications or tools. * Collaborate with colleagues and leadership to identify recurring issues and recommend process or technology improvements. * Communicate clearly and professionally with employees at all levels of the organization, including executives, regarding IT issues, status updates, and resolutions.