Wakefield, MA

Support Jobs in Wakefield, MA

3 jobs found

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Today

IT Helpdesk Analyst I

Odyssey Systems Consulting Group, Ltd. Wakefield, MA

Wakefield, MA

Today

$50k - $55k/yr Full time Application Support End User Support Endpoint Security

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Job Description

Odyssey Systems Consulting Group, Ltd. is seeking an IT Helpdesk Analyst I to provide front-line technical support for end users. This hybrid role in Wakefield, MA (also listed with Lincoln, MA) focuses on troubleshooting, ticket-based incident management, and timely escalation of complex issues to senior IT teams.

Role Overview

The Helpdesk Analyst serves as the organization’s first point of contact for hardware, software, and account-related concerns. You will triage incoming requests, diagnose issues across end-user devices, and resolve incidents where possible. When problems require additional expertise, you will escalate to Tier 2 and Tier 3 personnel with clear and complete documentation.

Responsibilities

Provide technical support through phone, email, chat, remote sessions, or in-person assistance.
Diagnose and resolve hardware and software issues on desktops, laptops, mobile devices, printers, and related peripherals.
Troubleshoot operating system errors, application problems, and network connectivity issues.
Deliver professional, high-touch assistance to users at all levels, including VIP support.
Guide users through step-by-step solutions that encourage self-sufficiency.
Log, categorize, and prioritize all support tickets using the organization’s ITSM platform.
Review call and ticket logs to identify recurring issues or trends.
Escalate unresolved or complex cases to Tier 2/Tier 3 teams with detailed documentation.
Complete password resets, unlock user accounts, and support basic provisioning and deprovisioning across identity systems.
Support onboarding and offboarding activities, including device preparation and account setup.
Provide AV support for conference rooms and handle printer-related support needs.
Install, configure, and update approved operating systems and software.
Support endpoint management tooling, including Intune and Autopilot.
Maintain antivirus and security agent health, including compliance-related configurations.
Create and maintain knowledge base articles, user guides, and troubleshooting documentation.
Contribute to helpdesk workflow improvements and service-quality enhancements.
Ensure ticket documentation is complete, accurate, and auditable.

Required Qualifications

US citizenship required.
Education: Associate’s Degree.
Years of experience: 0-3.
Clearance: none listed, with ability to obtain.
Education also noted: Bachelor’s Degree.
Years of experience also noted: 1-3.
Certifications: CompTIA A+, Network+, Microsoft 365 Fundamentals, or MD-102.
Experience supporting Windows and mobile platforms.
Hardware and software troubleshooting experience.
Networking fundamentals.
Ticketing systems management experience.

Technologies and Tools

ITSM platform
Intune
Autopilot
Antivirus
Security agents
CompTIA A+
Network+
Microsoft 365 Fundamentals
MD-102
Windows
Mobile
Tier 2/Tier 3

Compensation and Location

Salary range: USD 50,000 - 55,000 per year
Location: Wakefield, MA (hybrid)
Additional location listed: Lincoln, MA
Travel: 10%
Work arrangement: Hybrid
Posting tag: #LI-MP1

Benefits

Medical
Dental
Vision
Life insurance
Tricare supplement
Short-term disability
Long-term disability
401(k) match
Flexible spending accounts
Health savings accounts
Employee assistance program
Learning and development benefit
Paid time off
Holidays

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1d ago

IT Helpdesk Analyst II

Odyssey Consulting Wakefield, MA

Wakefield, MA

1d ago

$60k - $65k/yr Full time Application Support Comptia A+ Comptia Network+

Apply Now

Job Description

Odyssey Consulting is hiring an IT Helpdesk Analyst II to deliver front-line, high-touch technical support for end users in a fast-paced, hybrid environment. This role is built for people who enjoy helping others while keeping incidents moving, with support tools and documentation practices that help teams resolve issues quickly and consistently.

Location: Wakefield, MA (hybrid) or Lincoln, MA
Travel: 10%
Salary: USD 60,000 - 65,000 per yearly

Responsibilities

Handle technical inquiries through phone, email, chat, remote sessions, or in person.
Diagnose and resolve hardware and software issues across desktops, laptops, mobile devices, printers, and other peripherals.
Troubleshoot operating system errors, application problems, and network connectivity issues.
Provide professional, high-touch support to users at all levels, including VIPs.
Guide users through step-by-step fixes to increase self-sufficiency.
Log, categorize, and prioritize all support tickets in the organization’s ITSM platform.
Review call and ticket logs to spot recurring issues and emerging trends.
Escalate unresolved or complex items to Tier 2/Tier 3 teams with clear, detailed documentation.
Perform password resets, unlock user accounts, and support basic provisioning and deprovisioning across identity systems.
Support onboarding and offboarding workflows, including device preparation and account setup.
Provide AV support for conference rooms.
Install, configure, and update operating systems and approved software.
Support endpoint management tools such as Intune and Autopilot.
Maintain antivirus, security agents, and compliance-related configurations.
Create and maintain knowledge base articles, user guides, and troubleshooting documentation.
Contribute to improving helpdesk workflows and service quality.
Ensure ticket notes and documentation are complete, accurate, and auditable.

Requirements

Must be a US citizen.
Bachelor’s Degree.
4-6 years of experience.
CompTIA A+, Network+, Microsoft 365 Fundamentals, or MD-102.
Ability to obtain (as stated in the posting).

Tools & Technologies

Intune
Autopilot
Microsoft 365
CompTIA A+
CompTIA Network+
MD-102

Benefits

Medical, dental, and vision coverage
Life insurance
Tricare supplement
Short-term disability and long-term disability
401(k) match
Flexible spending accounts
Health savings accounts
Employee assistance program
Learning and development benefit
Paid time off and holidays
Odyssey Benefits

Note on compensation and hiring: Final compensation depends on factors such as Federal Government contract labor categories and contract wage rates, relevant experience, skills and competencies, geographic location, education, and certifications. This position is filled through continuous recruitment and remains open until a sufficient pool of applications has been received.

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1d ago

IT Helpdesk Analyst II

Odyssey Systems Consulting Group, Ltd. Wakefield, MA

Wakefield, MA

1d ago

$60k - $65k/yr Full time Application Support End User Support Hardware Support

Apply Now

Job Description

Provide front-line IT helpdesk support for hardware, software, and identity-related issues in a hybrid environment.

Responsibilities

Answer technical requests via phone, email, chat, remote sessions, or in person.
Troubleshoot and resolve issues across desktops, laptops, mobile devices, printers, and peripherals.
Diagnose operating system errors, application problems, and network connectivity concerns.
Deliver high-touch, professional customer service to users at all levels, including VIP support.
Guide users through step-by-step resolutions to improve self-service and independence.
Log, categorize, and prioritize all tickets in the organization ITSM platform.
Review call and ticket history to identify recurring issues or trends.
Escalate unresolved or complex incidents to Tier 2/Tier 3 teams with detailed documentation.
Handle identity support tasks including password resets and account unlocks.
Manage basic provisioning and deprovisioning activities across identity systems.
Support onboarding and offboarding, including device preparation and account setup.
Provide AV support for conference rooms.
Install, configure, and update operating systems and approved software.
Support endpoint management using Intune and Autopilot.
Maintain antivirus, security agents, and related compliance configurations.
Create and maintain knowledge base articles, user guides, and troubleshooting documentation.
Help improve helpdesk workflows to strengthen service quality.
Ensure ticket documentation is complete, accurate, and auditable.

Requirements

US citizen requirement.
Clearance: none (Minimum Required Qualifications).
Preferred: ability to obtain.
Education: Bachelor's Degree.
Preferred: Bachelor's Degree.
Experience: 4-6 years.
Minimum required experience: 4 years.
Certifications: CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals, or MD-102 (minimum set listed).
Preferred: CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals, or MD-102.
Proficiency with operating systems.
Networking fundamentals.
Hardware and software troubleshooting.
Remote tools support.
Identity and user management.
Ticketing and service management.
Basic scripting and automation.
Microsoft 365.

Technologies

CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals, MD-102
Microsoft 365
Intune, Autopilot
ITSM platform
Identity systems
Endpoint management tools

Benefits

Medical, Dental, Vision
Life insurance
Tricare supplement
Short-term disability, Long-term disability
401(k) match
Flexible spending accounts, Health savings accounts
Employee assistance program
Learning and development benefit
Paid time off, Holidays

Location and Additional Details

Wakefield, MA (hybrid) (also listed: Lincoln, MA)
Travel: 10%
Work model: Hybrid
Tag: #LI-MP1
Salary: USD 60,000 - 65,000 per year

Note: This position is filled through continuous recruitment and will remain open until a sufficient pool of applications has been received.

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Support Jobs in Wakefield, MA

IT Helpdesk Analyst I

IT Helpdesk Analyst II

IT Helpdesk Analyst II

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