IT Service Desk Technician

FLSA STATUS: Non-Exempt

DEPARTMENT: IT
SUPERVISOR: Operations Manager

DIRECT REPORTS: None.

Position Summary

This position is responsible for providing fast, reliable technical assistance to employees within the FEC business unit across two locations — Braintree, MA and Chelsea, MA.

The Support Technician serves as the primary point of contact for end-user hardware and software support in a Windows enterprise environment. The intended impact is to minimize downtime, maintain operational continuity, and deliver an exceptional support experience at every touchpoint across both FEC sites. We are looking for a technically sharp, customer-first professional who takes pride in solving problems efficiently and documenting their work thoroughly. Success in this role looks like timely ticket resolution, minimal repeat issues, and end users who feel genuinely supported.

This person cares about technology, continuous learning, and helping others. They are comfortable working independently, thrive in a team environment, and bring a positive attitude to every interaction. The skillsets central to this role include hardware and software troubleshooting, Windows administration, networking fundamentals, and clear written and verbal communication.

The essential functions of the job include providing Tier 1 and Tier 2 desktop support, managing the IT service desk ticket queue, maintaining hardware and peripheral equipment, supporting infrastructure projects, and serving as a resource for end users across the Braintree and Chelsea locations.

Minimum Qualifications

Education:

• High school diploma or GED required; associate's or bachelor's degree in Information Technology or related field preferred.
• CompTIA A+, Network+, or Microsoft certifications a plus.

Experience:

• 3–5 years of experience in a desktop support or IT service desk role.

Knowledge:

• Working knowledge of Windows 10 and Windows 11 configurations and support on multiple hardware platforms.
• Knowledge of Microsoft 365.
• Knowledge of Jira Service Management and Confluence Documentation.
• Knowledge of Active Directory, OneDrive, and SharePoint preferred.
• Knowledge of mobile and telecom devices and services such as Dialpad or other VoIP systems, and various cell phone platforms.

Skills:

• Network troubleshooting skills.
• Printer configuration and support.
• Ability to think through problems and visualize solutions.
• Ability to implement, administer, and troubleshoot infrastructure devices.
• Provides specific detailed information for hardware and software selection.
• Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.
• Ability to work with all levels of staff within and outside of IT and outside the organization.
• A self-starter able to work independently but comfortable working in a team environment.
• Good analytical and problem-solving skills.
• Dependable and flexible when necessary.
• A positive attitude!

Job Responsibilities

Strategy & Planning

• Assist in developing long-term strategies and capacity planning for meeting future hardware and organizational technology needs.
• Support development and implementation of new computer projects and new hardware installations.

Acquisition & Deployment

• Conduct research on, and make recommendations for, hardware products in support of procurement and development efforts.
• Support development and implementation of networking/wiring projects and installations.
• Maintain up-to-date knowledge of networking/wiring contracts and supervise contract-based installations.

Operational Management

• Identify and deliver required hardware service levels according to organizational policies.
• Liaise with, and provide training and support to, end users and staff on equipment operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware and other products.
• Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user software and networking software products.
• Perform on-site analysis, diagnosis, and resolution of complex hardware problems for a variety of end users, and recommend and implement corrective solutions, including off-site repair as needed.
• Receive and respond to incoming calls, tickets, and/or emails regarding hardware problems.
• Document instances of hardware failure, repair, installation, and removal.
• Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.
• If necessary, liaise with third-party support and equipment vendors.
• Recommend, schedule, and perform hardware and peripheral equipment improvements, upgrades, and repairs.
• Perform related duties consistent with the scope and intent of the position.
• Provide guidance to junior members of the team as required.
• Manage input/output fleet, including printers and scanners.
• Oversee deployment and testing/monitoring of building battery backups.

Other responsibilities, initiatives, and ad-hoc projects as required.

Salary Range

$65,000 – $75,000 annually, depending on experience.