Support Jobs in Natick, MA

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Help Desk Technician

Cognex Corporation Natick, MA

Natick, MA

Today

$29 - $44/hr Full time Active Directory Application Support Azure Ad / Entra Id

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Job Description

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.

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