Help Desk Technician

As an onsite Help Desk Technician in the IT Department, you will serve as the first point of contact for Cognex users and help manage end-user IT services alongside corporate-wide IT functions. This role emphasizes troubleshooting, onboarding, monitoring and reporting, platform maintenance, training support, documentation, vendor coordination, and selected operations projects.

Key Responsibilities

• Provide Help Desk support as the first point of contact for Cognex users through ServiceNow ticketing, phone support, and walk-in assistance.
• Perform advanced troubleshooting and diagnosis of hardware and software issues.
• Work toward request resolution and escalate the most complex requests when additional support is required.
• Support initial IT onboarding by deploying equipment to new users on their first day.
• Monitor, analyze, and report Help Desk performance metrics, including 1st response time, MTTR, Teams health, and SolarWinds indicators.
• Identify service improvement opportunities and propose solutions to address gaps.
• Maintain and manage existing platforms, including upgrades and renewals.
• Assist with development of training and resource materials.
• Continuously review and monitor processes to find opportunities for automation or streamlining.
• Recommend improvements and help implement enhancements under guidance, including automation work that may involve coding.
• Propose updates to systems-related policies and recommend new policies when needed.
• Create training materials and deliver training sessions for end-users.
• With minimal oversight, analyze platform and contract data to identify efficiency and cost-reduction opportunities, then suggest solutions and support implementation.
• Under guidance, lead regional and global operations projects related to technology upgrades.
• Partner with business units to determine requirements and provide recommendations for systems solutions.
• Coordinate with vendors to negotiate pricing and deploy moderately complex systems (for example, an Adobe contract).
• Support relationships with key vendors and stakeholders.
• Independently create and validate technical documentation, such as instructions and FAQs, and review documentation created by others.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field (required).
• 1 to 5 years of experience in IT support, systems administration, infrastructure, networking, or a related technical field.

Technologies You Will Use

• ServiceNow
• Office 365, Windows 10, Teams, SharePoint
• Azure AD, Intune, Exchange
• PowerShell
• CP/IP
• SolarWinds

Location and Schedule

This is an onsite role in Natick, MA, working five days per week.

Compensation

USD 29 to 44 per hour.

Benefits

• Annual bonus plan (eligible employees may participate) based on company and individual performance.
• Health, dental, and vision insurance.
• 401(k) retirement plan with company matching.
• Employer-paid disability, family leave, and life insurance.
• Paid time off (including holidays).
• Optional voluntary benefits.
• Employee recognition and wellness programs.