Help Desk Specialist

This fully onsite Help Desk Specialist position is based in Needham Heights, MA and serves as the first point of contact for employee IT support at a small, growing company west of Boston. The role emphasizes hands-on troubleshooting, device readiness for new hires, and professional, customer-service oriented communication.

Location and Work Setup

• Needham Heights, MA (onsite)
• Fully onsite, five days per week

Compensation

• USD 30 - 35 per hour

Role Summary

As the Help Desk Specialist, you will support employees with day-to-day IT questions and issues, including Windows and some Mac environments. The company welcomes early career candidates and is willing to train recent college graduates with a computer related degree or individuals with 0 to 3 years of relevant experience.

Key Responsibilities

• Provide onsite helpdesk support and act as the initial point of contact for IT requests and incidents
• Support laptops, desktops, and basic peripherals across Windows and some Mac environments
• Troubleshoot common issues including login access, application problems, basic connectivity, and printer support
• Support conference rooms and meeting technology to help ensure meetings run smoothly
• Set up new hires with required equipment and ensure systems are ready for day one
• Record requests and resolutions in a ticketing system with clear notes and follow up
• Escalate issues when needed and collaborate with senior IT resources on more complex problems
• Assist with basic inventory tracking for devices and IT equipment

Required Qualifications

• Recent college graduate with a computer related degree (training provided)
• 0 to 3 years of experience in helpdesk, desktop support, customer support, or a similar role
• Comfort working onsite five days per week at a company located west of Boston
• Strong customer service mindset and professional communication
• Basic comfort troubleshooting common PC and office technology issues

Technologies You Will Work With

• Windows
• Mac
• MDM solutions such as Intune
• MDM solutions such as Addigy
• RMM solution
• Zoom Rooms
• Teams Rooms
• Crestron
• Polycom
• Yealink
• Ticketing system

Benefits

• Paid time off

Additional Fit Details

• Professional approach and customer service are valued alongside technical capability
• Ownership mindset with follow up until resolution
• Clear communication with non-technical users
• Calm, patient support when others are stressed or frustrated
• Ability to learn quickly and become a trusted point of contact for help
• Sense of urgency and attention to detail

Big Plus Skills

• Experience in a regulated industry such as pharmaceutical, healthcare, or biotech
• Familiarity with MDM solutions such as Intune or Addigy
• Familiarity with an RMM solution
• Experience supporting conference room technology such as Zoom Rooms, Teams Rooms, Crestron, Polycom, or Yealink
• CompTIA A+, Network+, or similar certifications
• Experience working in an MSP environment