Help Desk Technician

We are seeking Help Desk Technicians to join a growing Enterprise Service Desk team in Bedford, MA. This is an excellent opportunity for someone with corporate help desk experience who wants to continue building their technical skills within a large, highly professional enterprise environment.

This is not a scripted call center role. You will serve as the first point of contact for employees, actively diagnosing, troubleshooting, and resolving technical issues across multiple systems and platforms.

What You’ll Do

• Provide front-line technical support to employees in a high-volume enterprise environment
• Handle approximately 25-30 inbound support calls per day
• Diagnose and troubleshoot hardware, software, connectivity, and access issues
• Support Windows 10, Mac OS/OSX, Microsoft Office/Outlook, VPN, mobile devices, hardware, and peripherals
• Troubleshoot LAN, remote-access, and corporate system issues
• Accurately document incidents, troubleshooting steps, and resolutions within the ticketing system
• Follow established procedures for ticket routing, escalation, notification, and resolution
• Guide users through technical issues with patience, professionalism, and clear communication
• Collaborate with other Service Desk and IT team members to resolve issues and improve processes

Are you an energetic IT support professional who thrives in a fast-paced environment and genuinely enjoys helping people solve technical problems?, * 1+ year of technical Help Desk or Service Desk experience in a corporate or enterprise environment

• Strong hands-on troubleshooting experience with Windows and Microsoft Office applications
• Experience supporting Mac users is highly preferred
• Familiarity with VPN, remote-access tools, mobile devices, and hardware/peripheral troubleshooting
• Strong ticket documentation and incident-management habits
• Excellent verbal communication and customer service skills
• Comfortable handling a high volume of phone-based technical support
• Energetic, professional, and able to remain composed in a fast-paced environment
• Strong problem-solving skills with the ability to think beyond a scripted response
• High School Diploma or equivalent required

Preferred Qualifications

• CompTIA A+
• HDI Certification
• ITIL Certification
• Experience working within an SLA-driven, regulated, or highly structured enterprise IT environment