Support Jobs in Wakefield, Ma Or Lincoln

1 job found

Include remote jobs

Today

IT Helpdesk Analyst I

Odyssey Consulting Wakefield, MA

Wakefield, MA

Today

$50k - $55k/yr Full time Application Support Customer Service Customer Support

Apply Now

Job Description

Odyssey Consulting is hiring an IT Helpdesk Analyst I to serve as a front-line technical support resource for end users in Wakefield, MA or Lincoln, MA. In this hybrid role, you will troubleshoot hardware, software, and account-related issues, triage incoming requests, and either resolve incidents directly or escalate complex problems to higher-tier IT teams with clear documentation.

The position focuses on professional, high-touch assistance, including support for VIP users. You will also maintain accurate records in the organization’s ITSM platform and help identify recurring trends through analysis of ticket and call logs.

What you’ll do

Answer technical inquiries through phone, email, chat, remote sessions, or in person.
Diagnose and resolve hardware and software issues for desktops, laptops, mobile devices, printers, and related peripherals.
Troubleshoot operating system errors, application issues, and network connectivity problems.
Provide professional support to users at all levels, including VIPs, and guide users through step-by-step resolutions.
Log, categorize, and prioritize all incoming support tickets in the organization’s ITSM platform.
Review call and ticket logs to identify recurring issues or trends.
Escalate unresolved or complex issues to Tier 2 or Tier 3 teams with 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.
Support printers and device and application needs.
Install, configure, and update operating systems and approved software.
Support endpoint management tools including 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 documentation is complete, accurate, and auditable.

Requirements

Citizenship: Must be a US citizen.
Education: Associate’s Degree.
Experience: 0-3 years; also stated: 1-3 years of experience.
Certifications: CompTIA A+, Network+, Microsoft 365 Fundamentals, or MD-102.
Clearance: Ability to obtain.
Education (additional stated requirement): Bachelor’s Degree.

Technologies you’ll work with

ITSM platform
Intune
Autopilot
Microsoft 365 Fundamentals

Compensation and location

Salary: USD 50,000 - 55,000 per year
Location: Wakefield, MA or Lincoln, MA
Work model: Hybrid
Travel: 10%
Tag: #LI-MP1

Benefits

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

Note on pay: Final compensation will be determined based on Federal Government contract labor categories and contract wage rates, relevant experience, specific skills and competencies, geographic location, education, and certifications. This role is filled through continuous recruitment and remains open until a sufficient pool of applications has been received. Applicants may be eligible for Odyssey benefits.

View full job page →

Get Support Jobs in Wakefield, Ma Or Lincoln alerts

New Support Jobs in Wakefield, Ma Or Lincoln, daily.