Job Title: Helpdesk technician
Location: Onsite – Bedford, MA
Position Overview
We are seeking a hands-on Helpdesk technician to support daily IT operations in a Windows-based environment. This role blends end-user support with junior systems administration responsibilities, offering the opportunity to work across infrastructure, security, and cloud initiatives.
The ideal candidate is technically proficient, detail-oriented, and security-minded, with a strong ability to troubleshoot issues, document processes, and communicate effectively with both technical and non-technical stakeholders.
Key Responsibilities
- Provide Tier 1–2 technical support for end users across hardware, software, and network-related issues
- Troubleshoot and resolve issues involving:
- Windows operating systems
- Microsoft Office
- Microsoft Exchange (on-premises and/or online)
- CAD/ Engineering applications
- Support and maintain virtualized environments (Hyper-V)
- Perform junior-level system administration tasks, including:
- User provisioning and deprovisioning
- System monitoring, patching, and maintenance
- Escalate complex issues to senior engineers with clear, well-documented context
- Create, maintain, and improve technical documentation, SOPs, and knowledge base articles (critical requirement)
- Deliver high-quality customer service with clear, professional communication
- Mitigate vulnabilities while adhering to security and compliance standards
- Support basic network troubleshooting (connectivity, VLAN awareness, DNS/DHCP fundamentals)
Required Qualifications
- 2–5 years of experience in IT support
- Strong working knowledge of:
- Windows environments
- Microsoft Office
- Active Directory
- Networking fundamentals (DNS, DHCP, TCP/IP)
- Basic scripting (e.g., Python)
- Experience with virtualization platforms (Hyper-V preferred)
- Strong troubleshooting and analytical skills
- Demonstrated ability to create clear, structured technical documentation
- Ability to communicate technical concepts effectively to a variety of audiences
- Strong organizational skills and attention to detail
- Ability to manage multiple tickets and prioritize workload effectively
- Experience working with ticketing systems and escalation processes
Preferred Qualifications
- Experience supporting CAD/engineering environments, including:
- SOLIDWORKS
- SOLIDWORKS Electrical
- eDrawings
- Siemens PCB software
- Security-focused mindset (CompTIA Security+ or equivalent knowledge is a plus)
- Experience with:
- Fortinet firewalls, switching, and VPNs
- Zoom conferencing and VoIP/phone systems
- Endpoint protection tools (e.g., Bitdefender)
Soft Skills
- Strong customer service orientation
- Clear and confident communication skills
- Ability to build rapport with end users
- Team-oriented with the ability to take initiative and lead by example
- Self-motivated with a willingness to learn and grow
Why Join Us
- Opportunity to grow into a more advanced systems administration or infrastructure role
- Hands-on exposure to virtualization, security, and cloud technologies
- Collaborative team environment with direct impact on day-to-day operations
Pay: $65,000.00 - $80,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Tuition reimbursement
- Vision insurance
Application Question(s):
- This role requires eligibility to access information restricted under U.S. regulations. Are you a U.S. person (e.g., U.S. citizen, lawful permanent resident, or otherwise authorized)?
Education:
Experience:
- Help desk: 2 years (Required)
Language:
Ability to Commute:
- Bedford, MA 01730 (Required)
Work Location: In person
