Desktop Support Technician

Ovation Workplace Services is hiring a Desktop Support Technician for onsite support in Boston, MA.

Responsibilities

• Provide first- and second-level technical support for end users covering hardware, software, and applications via phone, remote access tools, and onsite assistance.
• Log and maintain accurate documentation for all incidents and service requests in the designated IT ticketing system.
• Install, configure, upgrade, and troubleshoot Windows operating systems, including Windows 10 and Windows 11.
• Support and troubleshoot the Microsoft Office 365 suite.
• Provide foundational support for macOS environments to assist users of Apple devices.
• Install, configure, and support enterprise applications, including Cisco Jabber and other organization-approved software.
• Install, configure, and troubleshoot printers, desktop computers, laptops, and other authorized peripheral devices.
• Perform routine preventive maintenance for computers, laptops, and printers.
• Complete remedial repairs on desktops, laptops, printers, and related peripherals.
• Use diagnostic tools to troubleshoot network connectivity and workstation hardware and software issues.
• Coordinate with third-party vendors to remediate complex audio/visual (AV) issues as required.
• Provide timely status updates to end users and stakeholders on open incidents and resolutions.
• Support mobile device management (MDM) for iOS and Android devices.
• Apply working knowledge of networks, servers, audio/visual systems, smart devices, and telecommunications to support a broad range of IT needs.
• Perform other duties as assigned by management to support departmental and organizational objectives.

Requirements

• Associate’s or Bachelor’s degree in Computer Science, Information Technology, or related field, OR an equivalent combination of education, training, and directly related experience.
• Minimum 18 months of hands-on experience in a desktop support, help desk, or IT support capacity.
• Demonstrated experience supporting Windows environments, including Windows 10 and/or Windows 11.
• CompTIA A+ certification or equivalent vendor-neutral credential.
• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or a higher-level Microsoft certification.
• Proficiency in Windows OS, Microsoft Active Directory, Group Policy Objects (GPOs), and Microsoft Office 365.
• Experience installing, configuring, and troubleshooting PCs and laptops.
• Familiarity with enterprise antivirus and endpoint protection solutions.
• Experience using helpdesk ticketing systems and understanding IT service management practices.
• Knowledge of MDM platforms that support iOS and Android.
• Familiarity with enterprise encryption solutions and Windows device management via Active Directory.
• Strong analytical, problem-solving, and technical troubleshooting abilities.
• Ability to manage multiple priorities, work independently, and consistently meet SLAs.
• Excellent verbal and written communication skills for explaining technical topics to non-technical audiences.
• Demonstrated commitment to high-quality customer service for internal stakeholders.
• Ability to adapt to a rapidly changing technology environment and shifting priorities.
• Willingness to work outside standard business hours, including evenings and weekends, for scheduled projects or emergency response.
• Physical ability to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.
• Occasional ability to lift and/or move IT equipment up to 50 pounds.
• May require bending, kneeling, or crouching to install or service equipment.

Technologies

• Windows 10, Windows 11
• Microsoft Office 365
• macOS
• Cisco Jabber
• iOS, Android
• Active Directory
• Group Policy Objects (GPOs)
• MDM
• ServiceNow
• Windows device management via Active Directory

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Certifications (Preferred)

• CompTIA A+ certification or equivalent vendor-neutral credential.
• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level Microsoft certification.

Work Environment

• Primarily standard office or data center environment with moderate noise levels.
• May require travel to or work at multiple organizational sites or client locations.

Compensation: USD 20 - 24 per hour

Experience: Walk - Up Desk (1 year required); Desktop support (3 years required); ServiceNow (3 years required)

Employment: Full-Time (Non-Exempt)