Experienced Technical Support Analyst

This position is for an Experienced Technical Support Analyst at ArcLight Information Technology in Newton, Massachusetts. The role emphasizes advanced Windows, Microsoft 365, cloud, and server support with a strong focus on customer service. The work is onsite in the Newton office and includes training opportunities and room for career growth.

Responsibilities

• Deliver exemplary support to clients in the Greater Boston area, prioritizing effective communication and timely resolutions.
• Handle complex tasks involving servers, cloud environments, networking configurations, and email administration, while supporting client projects.
• Engage in a structured training curriculum with dedicated time for targeted learning on foundational and new technologies.

Requirements

• Act as the escalation point for Tier 1 helpdesk technicians, typically at Tier 2 or Tier 3 depending on experience.
• Provide excellent customer service skills, both over the phone and in person.
• Extensive experience administering Microsoft cloud products including Microsoft Entra, Exchange Online, SharePoint, InTune, AutoPilot, and Azure Cloud Services.
• Maintain a positive attitude toward technical challenges and client interactions.
• Strong desire to learn new skills and pursue a defined career path.
• Proficiency with all Windows desktop operating systems.
• Experience with Windows and Outlook user profile management.
• Experience administering Microsoft 365 products such as Word and Excel.
• Understanding of workstation hardware with the ability to swap internal components such as memory, hard drives, and video cards.
• Business application support experience, including Adobe Acrobat and QuickBooks.
• Printer setup, installation, and management capabilities.
• Proficiency in virus and malware removal.
• Experience with basic networking concepts and equipment, including routers, switches, and wireless access points.
• Familiarity with other cloud services such as Google Workspace and OneDrive/Dropbox style file syncing.
• Experience troubleshooting mobile devices, including Android and iOS.
• Excellent attention to detail and strong documentation skills.

Additional Preferred Skills

• Relevant industry certifications (Microsoft, A+, Net+, Sec+, CCNA, etc.).
• Proficiency with Windows Server operating systems.
• Ability to troubleshoot complex server and workstation performance issues.
• Understanding of server and networking hardware and connectivity.
• Experience with legacy server technologies such as Active Directory, Exchange, RDS, and file and print services.
• Experience with local and off-site backup methods and technologies.
• Network and infrastructure documentation and drawings.
• Experience with MacOS, iOS, and other Apple products.

Other Requirements

• Participation in occasional paid evening and weekend on-call assignments.
• Reliable vehicle with mileage reimbursement available.
• Ability to climb a ladder to install or troubleshoot WiFi access points in drop ceilings (rare when collaborating with the field team).
• Ability to lift up to 50 pounds.

Technologies

• Microsoft Entra
• Exchange Online
• SharePoint
• InTune
• AutoPilot
• Azure Cloud Services
• Microsoft 365
• Word
• Excel
• Google Workspace
• OneDrive
• Dropbox-style file sync and sharing systems
• MacOS
• iOS
• Android
• Active Directory
• RDS
• Windows Server
• Windows desktop operating systems
• Adobe Acrobat
• QuickBooks

Benefits

• Birthdays off
• 401k with match
• Healthcare including dental, vision, and short-term disability
• Friendly office environment with a focus on avoiding IT burnout and enforcing lunch breaks
• Structured training on current and new technologies
• Commission opportunities for new client referrals
• Flexible scheduling with occasional remote work when needed
• Longer term 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Experience

Minimum five years of help desk experience is required.

Ability to Commute

Location is Newton, MA 02458 and on-site work is required.

Work Location

In person

Job Type

Full-time

Pay

USD 75,000 to 90,000 per year