IT Helpdesk Specialist - Boston / on-site

Teamwork Corporate•Boston, MA

1d•Onsite

About The Position

TeamWork is seeking a hands-on Helpdesk Specialist to join the on-site IT team at a growing biotech client in Boston's Seaport. The specialist will be the face of IT in the office, supporting employees, executives, and laboratory teams with devices, accounts, meeting rooms, and everyday technology issues. The role works alongside an on-site specialist and coordinates closely with a remote support team.

Requirements

At least 3 years of experience in a Helpdesk or IT Support role, including hands-on, on-site desk-side support.
Hands-on user account management experience in Microsoft 365 and experience with a ticketing tool such as Jira.
Strong troubleshooting skills across Microsoft 365, connectivity, hardware, and software.
Experience maintaining laptops, desktops, and peripherals.
Familiarity with device management (MDM), asset management, and lifecycle processes.
Excellent written and verbal communication skills, with the ability to communicate confidently and professionally with users at every level.
Ability to multitask and prioritize in a fast-paced environment with attention to detail.
Bachelor's degree in IT or a related field.

Nice To Haves

Experience with endpoint security tools such as antivirus and encryption.
Exposure to cloud environments such as Azure or AWS and to on-premises environments.
Biotech, life sciences, laboratory, or executive (VIP) support experience.

Responsibilities

Resolve on-site support tickets within SLA, covering hardware, software, access, connectivity, and Microsoft 365 issues.
Provide hands-on, white-glove support to executives and laboratory environments, with 100% SLA compliance.
Support Zoom Rooms, audiovisual equipment, and conferencing technology.
Manage onboarding and offboarding, device deployment and resets, access provisioning, stock management, and secure device reconfiguration.
Maintain laptops, desktops, mobile devices, printers, and peripherals throughout their lifecycle.
Ensure secure data handling, endpoint compliance, and protection of business-critical information.
Coordinate communication, escalations, and resolutions with the remote support team.