Help Desk Technician

Reporting to the IT Manager, this hybrid Help Desk Technician role delivers day-to-day technical support for Longroad Energy employees across remote and onsite needs in Boston.

Responsibilities

• Provide day-to-day technical support to end users by troubleshooting and resolving issues across hardware, software, connectivity, and user access.
• Log, track, prioritize, and resolve incidents and service requests in the IT ticketing system (Freshservice) in line with established service-level expectations.
• Install, configure, maintain, and troubleshoot desktops, laptops, operating systems, desktop software, and enterprise applications.
• Support and troubleshoot key technologies including Windows 11, Microsoft 365, Slack, Microsoft Teams, GlobalProtect VPN, Adobe Acrobat, system patches, antivirus, file and print sharing, Wi‑Fi, and LAN/WAN connectivity.
• Handle password resets and other common end-user technology support requests.
• Set up, maintain, and troubleshoot conference room and other shared technology systems.
• Collaborate with IT team members to resolve complex technical issues and escalate as appropriate.
• Support new hire onboarding: account creation, equipment and phone provisioning, application setup and training, and new hire IT orientation.
• Support employee offboarding: manage account access changes and equipment recovery according to established procedures.
• Perform basic user account and group administration in Active Directory and Microsoft Entra ID (Azure AD), including adding, removing, and updating user information and system access.
• Complete routine maintenance, updates, and troubleshooting for company workstations.
• Run routine audits of systems and software and support identification and resolution of issues.
• Maintain accurate IT asset inventory records and support hardware lifecycle management.
• Track equipment orders and coordinate delivery, receiving, deployment, and return of IT assets.
• Follow IT security policies, access-control procedures, and data protection practices while supporting users and administering systems.
• Participate in IT projects and technology initiatives that support business and operational needs.
• Collaborate with IT and other departments to support technology needs and identify ways to improve the end-user experience.
• Contribute to team knowledge sharing, documentation, and continuous improvement of IT support processes.

Requirements

• 2+ years of experience providing help desk, desktop support, IT support, or similar end-user technical support in a technology industry.
• Associate’s degree in information technology or Computer Science, or completion of a recognized IT/technical training program.
• Excellent problem-solving and analytical skills.
• Proven ability to troubleshoot and resolve hardware, software, connectivity, and user-access issues.
• Ability to break down technical processes and provide clear step-by-step instructions to users with varying technical knowledge.
• Ability to manage multiple support requests and priorities in a fast-paced environment.
• Strong verbal and written communication skills.
• Strong customer service orientation with patience and interpersonal skills for end-user support.
• Ability to work onsite at the Boston office four (4) days per week.
• Occasional travel willingness of approximately 10% to other company offices and facilities for onsite support.

Technologies

• Freshservice
• Windows 11
• Microsoft 365
• Slack
• Microsoft Teams
• GlobalProtect VPN
• Adobe Acrobat
• Active Directory
• Microsoft Entra ID (Azure AD)
• ITSM ticketing platform
• Wi‑Fi
• LAN/WAN
• Antivirus software
• File and print sharing

Benefits

• Merit-based salary increases
• Incentive plan participation
• Eligibility for 401(k) plan and matching
• Comprehensive medical, dental, vision, life, and disability insurance
• 18 vacation days in your first year
• Paid holidays
• Paid volunteer time
• Paid parental leave

Preferred / Desired Qualifications

• Experience with Freshservice or another IT service management (ITSM) or ticketing platform (strongly preferred).
• Experience with Active Directory and/or Microsoft Entra ID (Azure AD).
• Experience supporting Microsoft 365 and related collaboration tools.
• Familiarity with VPN, Wi‑Fi, LAN/WAN, and general network troubleshooting.
• Passion for problem-solving and customer service.
• Team-oriented mindset with openness to constructive feedback and collaboration.
• Eagerness to learn new technologies, systems, and IT support practices.

Compensation

• Expected salary range: $70,000 - $90,000 per year, depending on experience, qualifications, and location.
• May be eligible for incentive plan participation and other performance-based compensation opportunities.

Work Location and Schedule

• Boston, MA (hybrid)
• Expected onsite schedule: 4 days per week onsite
• Flexibility: 1 day per week remote

Success Characteristics

• Demonstrates humility, curiosity, and willingness to ask questions and seek guidance when needed.
• Personal accountability and integrity.
• Ability to make informed decisions quickly and with nimbleness.
• Comfort working in a fast-paced environment where priorities may change quickly.
• Collaborative, team-oriented approach focused on delivering a positive end-user experience.

AI Use in Application Review

Longroad Energy may use artificial intelligence (AI) to help recruiting teams organize, summarize, and analyze information provided by candidates, including resumes and application responses, to improve efficiency and consistency in hiring decisions made by the hiring team.