IT Site Support Technician

Cynet Systems•Cambridge, MA

1d•Onsite

About The Position

The IT Site Support Technician provides hands-on technology support for employees, conference rooms, and local site operations. The role combines customer service with technical support across endpoint computing, collaboration technologies, IT asset management, and basic network connectivity. The technician is an on-site resource who works with regional and global IT teams to restore service, support business activities, and improve the end-user experience. The position supports Windows and Mac computers, mobile devices, peripherals, business applications, Microsoft 365, network connectivity, and conference-room and live-event technologies. It also covers equipment deployment and lifecycle management, IT asset tracking, onboarding and offboarding support, service-request documentation, site projects, and coordination with other IT teams and vendors. After-hours support and travel to other client locations may be required.

Requirements

Bachelor's degree in a related field, or an equivalent combination of industry experience, technical certifications, and relevant coursework.
At least 3 years of experience in desktop support, site support, end-user computing, or field services.
Strong knowledge of Windows 10 and Windows 11, including installation, configuration, and troubleshooting.
Ability to independently apply logical troubleshooting methods to identify root causes and resolve technical issues.
Demonstrated customer-service skills and commitment to helping users solve problems.
Experience using ServiceNow or a comparable IT service-management and ticketing platform.
Working knowledge of TCP/IP, DHCP, DNS, VPN, and LAN/WAN concepts.
Experience with network cabling, labeling, patching, and cable-management best practices.
Hands-on experience imaging, deploying, refreshing, and supporting laptop and desktop computers.
Working knowledge of macOS and iOS support.
Strong verbal and written communication skills, including explaining technical issues to non-technical users.
Ability to organize work, prioritize incidents by impact and urgency, and manage multiple requests in a fast-paced environment.
Knowledge of Windows 10/11 administration, macOS and iOS support, PC imaging and deployment, refreshes, hardware diagnostics, and mobile-device and peripheral support.
Proficiency with Microsoft 365 applications (Outlook, Teams, and OneDrive), Active Directory and Microsoft Entra ID fundamentals, and multi-factor authentication support.
Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, LAN/WAN, wired and wireless networking, basic switch-port connectivity troubleshooting, and cabling awareness.
Experience with AV and collaboration systems, including Microsoft Teams Rooms, Zoom Rooms, Crestron or comparable room-control technology, displays, projectors, and live-event support.

Responsibilities

Deliver responsive, professional, customer-focused technical support to end users, both on-site and remotely.
Support Windows and Mac computers, mobile devices, peripherals, and approved business applications.
Troubleshoot hardware, software, operating-system, printing, VPN, wireless, and network-connectivity issues.
Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and Office applications.
Install, configure, deploy, maintain, and replace computers, monitors, docking stations, printers, and related accessories.
Perform device imaging, deployment, refresh, data migration, validation, and retirement according to established procedures.
Manage IT assets, including receiving, inventory tracking, record updates, audits, lifecycle activities, and coordination of secure disposition.
Support conference-room and collaboration technologies, including Microsoft Teams Rooms, Zoom Rooms, Crestron systems, displays, cameras, microphones, and related AV equipment.
Provide technical support for executive meetings, town halls, training sessions, and live events, and remain available to resolve issues during critical sessions.
Conduct proactive meeting-room checks and address issues affecting room readiness and user experience.
Assist with technology moves, adds, and changes, including workstation setups and office relocations.
Support employee onboarding and offboarding, including equipment preparation, deployment, collection, and account-related coordination.
Create, update, route, and close incidents and service requests in ServiceNow, recording accurate troubleshooting notes and resolution details.
Document recurring issues, solutions, support procedures, and equipment maintenance activities.
Collaborate with senior technicians and network, infrastructure, security, application, and vendor support teams to resolve complex issues.
Follow company security, safety, data-protection, and IT service-management requirements.
Participate in site projects, provide after-hours support, and travel to other client locations when required.