Desktop Support Engineer

Black Duck Software, Inc. • Burlington, MA

2d

About The Position

Black Duck Software, Inc. helps organizations build secure, high-quality software, minimizing risks while maximizing speed and productivity. Black Duck, a recognized pioneer in application security, provides SAST, SCA, and DAST solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code, open source components, and application behavior. With a combination of industry-leading tools, services, and expertise, only Black Duck helps organizations maximize security and quality in DevSecOps and throughout the software development life cycle.
Role Overview:
The IT Support Associate will provide first-level technical support to internal employees, ensuring smooth operation of IT systems and services. This role involves troubleshooting hardware, software, and network issues, managing user accounts, and assisting with IT projects. The ideal candidate is detail-oriented, customer-focused, and eager to learn in a fast-paced environment.

Requirements

• Associate degree in Information Technology or related field, or equivalent experience.
• 3+ years of experience in IT support or helpdesk role.
• Strong knowledge of Windows and macOS environments.
• Familiarity with networking fundamentals (TCP/IP, DNS, DHCP).
• Excellent problem-solving and communication skills.

Nice To Haves

• Experience with Office 365 account administration.
• Knowledge of ticketing systems (e.g., Zendesk)
• Understanding of ITSM principles.
• Basic understanding of cybersecurity best practices.

Responsibilities

• Serve as the first point of contact for IT-related inquiries via phone, email, and ticketing system.
• Diagnose and resolve hardware, software, and network issues for desktops, laptops, and mobile devices.
• Install, configure, and maintain operating systems, applications, and peripherals.
• Manage user accounts and permissions in Office 365, and other enterprise systems.
• Assist with onboarding and offboarding of employees, including device setup and access provisioning.
• Maintain accurate documentation of issues, resolutions, and system configurations.
• Support IT projects such as system upgrades, security patches, and hardware refreshes.
• Ensure compliance with company IT policies and security standards.
• Maintaining inventory and inventory tracking.
• Using MDM (Jamf/Intune).
• Maintain and troubleshoot video conferencing peripherals, and other AV equipment.
• Other tasks as assigned.

Benefits

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• Collaborative and innovative work environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree