Boston, Ma

Heunets•Boston, MA

12h•Hybrid

About The Position

We are seeking a skilled Desktop Support Technician to join our team as a 1099 independent contractor. The Desktop Technician will provide day-to-day local and remote desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. The Desktop Support Engineer provides Break Fix, fault diagnosis, and resolution. Providing fault analysis to customers' various core operating systems and platforms, as well as being able to provide support and apply desktop fault resolution for the approved application suite. The ideal candidate should have relevant 8-10 years' experience in Windows Desktop support. Achieve consistent expertise, provide and support a culture of continuous service improvement, and leverage modern technologies.

Requirements

8-10 years' experience in Windows Desktop support
VPN
Data Support
Connectivity
Steps
Protection
Laptops
Analysis
Compliance
Zoom
iOS
ServiceNow
Travel
Android
Operating Systems
Interpersonal Skills
Technical Support
Windows
Software
Documentation
Leadership
Communication
Professional, calm, and customer-focused under pressure.
Discreet, trustworthy, and adaptable to executive needs.

Nice To Haves

Exceptional communication and interpersonal skills, especially with senior stakeholders.

Responsibilities

Deliver white-glove IT support to C-suite executives and senior leadership
Provide on-site, remote, and at-home troubleshooting (break/fix) for hardware, software, and connectivity issues.
Prepare, configure, and maintain all executive devices â€” laptops, desktops, smartphones, and tablets (iOS and Android) ensuring optimal performance and compliance.
Support executives during critical meetings, travel, or events, including out-of-hours support when required.
Manage and support technology for board meetings, presentations, offsite engagements, and hybrid or virtual meetings.
Provide technical support for Audio-Visual systems, including Microsoft Teams Rooms (MTR) setups, ensuring meeting rooms and conferencing facilities are fully operational and delivering a high-quality experience.
Provide technical support for large-scale meetings, webinars, and town halls using Teams, Zoom, and other conferencing platforms.
Record and manage tickets through the ITSM platform (ServiceNow), ensuring accurate documentation and timely issue resolution.
Support MFA, VPN, and other secure communication practices for executive users ensuring adherence to IT security, data protection, and compliance policies at all times.
When not engaged in executive support duties, assist with BAU incidents, requests, and changes.