Helpdesk Support Specialist

IDC Research Inc. • Boston, MA

2d • $65,000 - $75,000 • Onsite

About The Position

The IT Services Group of IDC is seeking a Helpdesk Support Specialist within our IT Services Team. This position is a “hands on” role and requires extensive knowledge in computer software, applications and hardware including an in depth understanding of Windows-based platforms along with the hardware and software corresponding to these systems. The Helpdesk Support Specialist role will be based in our corporate office located in Boston, MA. The individual in this role will primarily be responsible for providing support to IDG Inc. and IDC employees via the IT Help Desk ticketing system. Ideally, the candidate will successfully develop as a significant contributor to IDC’s worldwide IT Operations team. A demonstrated background in the realm of mainstream computer technology coupled with technical troubleshooting skills is required.
This is a one-year, full-time temporary position with the potential to convert to full-time permanent based on performance and business need. This role is based on-site at our Boston, MA headquarters; candidates should be able to reliably commute to the office.

Requirements

• A bachelor’s degree or related experience is required.
• Minimum of 3-5 years of experience within an IT organization, in a technical support and customer-facing environment role.
• Demonstrated experience resolving software and hardware problems within a technical environment.
• The ability to efficiently evaluate technical faults and problems and to prescribe the appropriate remedy and being able to document these remedies is beneficial as well.
• Strong written and verbal communication skills.
• Team player who is a fast learner, able to hit the ground running and be comfortable assisting users while still learning the intricacies of IDC.
• Demonstrated history of customer service and positive interpersonal skills are imperative.
• Experience working within a collaborative environment with both technical and non-technical colleagues is advantageous.
• Exposure to a wide variety of software applications including MS Office 365, various cloud applications, backup tools, antivirus tools, etc.
• Understanding of networking technologies especially Ethernet routing and switching, wireless LANs, DHCP, DNS, etc.
• Experience with Windows Autopilot technology including white glove.
• The ability to lift and carry heavy IT equipment is required.

Nice To Haves

• Familiarity with Jira ticketing tool, strongly preferred

Responsibilities

• Catalog all IT assets currently stored in existing equipment closets.
• Identify devices for retention, redeployment, decommissioning, or recycling.
• Establish an accurate inventory baseline and support ongoing asset tracking.
• Wipe all laptops and applicable devices in accordance with NIST 800-88 standards.
• Provide documentation and certification of data erasure for compliance purposes.
• Ensure no recoverable data remains on devices prior to disposal or recycling.
• Organize equipment efficiently within available storage areas.
• Verify and maintain accurate asset labeling and inventory records.
• Support equipment check-in, processing, and redeployment activities.
• Coordinate with certified e-waste recycling providers to ensure environmentally responsible disposal.
• Verify that all hardware is processed in accordance with regulatory and company requirements.
• Obtain and maintain disposal documentation and certificates for IDC records.
• Ensure all activities comply with company policies and applicable regulatory standards.
• Maintain complete documentation supporting NIST 800-88 compliance and asset disposition records.
• Prepare and ship laptops and equipment to employees.
• Process returned equipment, including inventory updates and device preparation.
• Assist with Helpdesk ticket queues and operational tasks, allowing internal staff to focus on Tier 2, Tier 3, and Tier 4 support activities.
• Perform laptop replacement projects for out-of-warranty devices.
• Support new hire onboarding activities and equipment deployments.

Benefits

• Salary and incentive structures are determined through a rigorous process that considers experience, education, certifications, role-specific requirements, internal equity, and verified U.S. market data from an independent third-party partner.
• The expected total annual compensation, depending on location and experience, is between $65,000 – $75,000, inclusive of base salary and variable compensation.
• IDC is committed to providing equal employment opportunities for all qualified persons.
• Employment eligibility verification required.
• We participate in E-Verify.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level