IT Service Desk Technician

Trexon is hiring an IT Service Desk Technician for an onsite role in Boston, MA. The position provides Tier 1 and Tier 2 desktop and end-user support in a Windows enterprise environment across two locations, manages the IT service desk queue, and troubleshoots hardware and software. The compensation ranges from USD 31 - 36 per hour, depending on experience. Ideal candidates bring 3 to 5 years of desktop support or IT service desk experience and hold a high school diploma or GED.

Position overview: The Support Technician serves as the primary point of contact for end-user hardware and software support in a Windows enterprise setting. The role is focused on minimizing downtime and delivering an exceptional support experience at every touchpoint across both sites. You should be technically sharp, customer‑oriented, and dedicated to solving problems efficiently while documenting your work thoroughly. Success is measured by timely ticket resolution, minimal recurrence of issues, and end users who feel genuinely supported. The role values a proactive mindset, a passion for technology, continuous learning, and strong collaboration with colleagues.

Responsibilities

• Support long-term hardware planning and capacity strategies to address future technology needs.
• Assist with planning and executing new computer projects and hardware installations.
• Research hardware options and recommend products to inform procurement and development efforts.
• Help plan and deploy networking and wiring projects and installations.
• Keep current on networking contracts and oversee contract-based installations.
• Determine and meet required hardware service levels in line with organizational policies.
• Coordinate with end users and staff, delivering training and support on equipment operation and related issues.
• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware and related products.
• Where needed, handle installation, configuration, testing, maintenance, monitoring, and troubleshooting of end user software and networking software.
• Conduct on-site analysis and resolution of complex hardware problems for diverse users, recommending and implementing fixes, including off-site repairs when appropriate.
• Handle incoming calls, tickets, and emails about hardware problems with prompt responses.
• Record hardware failures, repairs, installations, and removals in the ticketing system.
• Stay informed about hardware contracts and oversee contract-based installations.
• Coordinate with third-party vendors and support when required.
• Recommend and schedule improvements, upgrades, and repairs for hardware and peripherals.
• Perform other duties aligned with the role as needed.
• Mentor junior team members when appropriate.
• Oversee the fleet of input/output devices, including printers and scanners.
• Coordinate deployment and monitoring of building battery backup systems.
• Contribute to ad-hoc projects and initiatives as needed.

Requirements

Ideal candidates will meet these qualifications and attributes:

• Three to five years of experience in a desktop support or IT service desk role.
• Working knowledge of Windows 10 and Windows 11 configurations and support across multiple hardware platforms.
• Experience with Microsoft 365.
• Familiarity with Jira Service Management and Confluence Documentation.
• Network troubleshooting skills and printer configuration/support experience.
• Strong problem solving and the ability to visualize effective solutions.
• Ability to implement, administer, and troubleshoot infrastructure devices.
• Ability to provide detailed inputs for hardware and software selection.
• Quick learner who can pick up new technologies using documentation and online resources.
• Comfort working with all levels of staff inside and outside IT and the organization.
• Self-starter who can work independently and also thrive in a team setting.
• Good analytical and problem-solving skills, with reliability and flexibility as needed.
• Positive attitude and strong communication skills.

Technologies

• Windows 10
• Windows 11
• Microsoft 365
• Jira Service Management
• Confluence Documentation
• Active Directory
• OneDrive
• SharePoint
• Dialpad
• VoIP