Senior Service Desk Technician (Boston, MA-Hybrid)
ITSM Operations: Incident management, service requests, SLAs, categorization, prioritization, escalation, knowledge articles, documentation quality.
· Manage service desk tickets using ITSM tools, ensuring accurate categorization, prioritization, troubleshooting notes, resolution details, asset linkage, and knowledge article references.
· Maintain accurate asset management and CMDB data for assigned devices, peripherals, users, locations, configuration items, lifecycle status, and support history.
· Act as an escalation point for Tier 1 and Tier 2 support issues, ensuring timely resolution of complex incidents and service requests while maintaining SLA alignment, which will entail supporting Tier 1 and Tier 2 call queues as needed.
· Use Microsoft Excel to analyze ticket queues, SLA performance, asset data, inventory exceptions, and operational trends; create clean summaries, pivot tables, filters, formulas, and export-ready reports as needed.
· Create and maintain high-quality knowledge base articles, runbooks, troubleshooting guides, and process documentation that enable repeatable support and reduce escalations.
· Mentor junior technicians, model customer-focused communication, and coach the team on troubleshooting standards, documentation quality, process consistency, and automation adoption.
AI and Automation: AI-assisted troubleshooting, knowledge generation, automation opportunity identification, low-code/no-code workflow support
· Use AI-enabled support practices, knowledge search, prompt-based troubleshooting, and automation opportunities to improve ticket resolution, self-service, deflection, and technician productivity.
· Design, support, or improve automation workflows for recurring service desk processes such as onboarding, access requests, device fulfillment, approval routing, knowledge routing, and status notifications.
Endpoint Management: Windows, macOS, mobile devices, Microsoft Intune, remote tools, app deployment support, device compliance awareness
· Diagnose and resolve hardware, software, mobile, endpoint, application, and basic network issues, including VPN, Wi-Fi, DNS/DHCP awareness, connectivity, printer, and peripheral troubleshooting.
· Support identity and access tasks across Active Directory, Microsoft 365, Okta MFA, group membership, password resets, account lifecycle activities, and secure access practices.
· Support endpoint management activities using Microsoft Intune, including device enrollment awareness, compliance checks, app deployment support, configuration troubleshooting, and basic mobile device management.
· Participate in IT projects, endpoint refreshes, application deployments, identity initiatives, automation pilots, and service improvement efforts.
Networking: VPN, Wi-Fi, TCP/IP basics, DNS/DHCP awareness, printer/peripheral connectivity, structured escalation
· Diagnose and resolve hardware, software, mobile, endpoint, application, and basic network issues, including VPN, Wi-Fi, DNS/DHCP awareness, connectivity, printer, and peripheral troubleshooting.
Asset Management: Asset records, device ownership, lifecycle status, inventory accuracy, configuration item relationships, audit readiness
- 2-4+ years of technical support experience
- Strong analytical problem solving and troubleshooting abilities
- Excellent interpersonal and teamwork skills; able to work both independently and within a team-oriented environment.
- Ability to concisely document processes, procedures, issues, resolutions; strong writing skills required.
- Excellent interpersonal and communication skills; able to adapt instructions and guidance to the skill level of the end user.
- Self-motivated, forward thinking.
- Ability to multitask in a fast-paced environment; handle multiple issues/requests simultaneously; able to quickly re-adjust priorities on demand.
- Windows 11 end user support
- Microsoft O365 end user support
- Support, troubleshooting and imaging of hardware (Dell and Mac laptops).
- Basic knowledge of network connectivity and troubleshooting (wired and wireless), TCP/IP subnetting, DHCP, routing & switching, VPN.
- Familiarity with Microsoft Active Directory (user & computer accounts, OU’s, Group Policy) and EntraID.
- Printer support (both USB and network) – hardware, drivers, installation, print queue management, troubleshooting.
- Experience with Windows 11 OS
- Experience with ITSM ticketing systems (JIRA, Ivanti, etc.)
- Experience with Ivanti Neurons
- Experience with OKTA verify
- Experience with Active Directory
- Experience with Microsoft Office O365
- Experience with monitoring and remote management tools
- Experience with JAMF administration
- Experience with Dell laptops
- Experience with Apple OS
- Experience with Mac laptops
- CompTIA A+ (220-1101)
- CompTIA A+ (220-1102)
- CompTIA Net+
- ITIL Foundation 4.0
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