IT Support Technician

HGA•Boston, MA

10d•Hybrid

About The Position

HGA is seeking a skilled and highly organized IT Support Technician to join our Boston office. The ideal candidate is self‑motivated, committed to exceptional customer service, and eager to support a fast‑paced professional environment. In this role, you will provide hands‑on technical support to internal users, ensuring the smooth operation of computer systems, networks, and applications. You will also maintain clear, timely, and accurate communication with the East Coast Help Desk Supervisor, Office Directors, and the firmwide Help Desk team to support consistent service delivery across the organization.

Requirements

Associate degree in computer science or equivalent experience.
A combination of formal education, technical training, certification, and/or experience that provides the requisite knowledge, skills, and abilities.
Minimum 1-3 years of experience in Desktop Support.
Willingness to work a flexible schedule (off-hours support & implementation projects).
Willingness to travel to HGA regional offices as needed.

Nice To Haves

Local environment experience with the following preferred: CAE/CAD/REVIT, iOS, MacOS, Windows 10/11, PowerShell, SCCM.

Responsibilities

Assist with the creation of software images for the setup of PCs and also for troubleshooting of PCs.
Perform installations, change-outs, of hardware/software and peripheral components such as monitors, keyboards, printers, etc. for users upon request or as needed.
Utilize technical knowledge to assist with the repair of existing network topologies following IT procedures and methods.
Understand the importance of overall accountability and provide reports, verbal and/or written updates as requested.
Utilize our IT Service Management (ITSM) ticketing platform to log, track, and prioritize support requests, ensuring accurate documentation of issues and resolutions.
Assist with the on-going and open line of communication with the local Office Director so that all parties are mutually informed of issues, changes, short and long-range plans as it relates to equipment and processes.
Provide technical assistance, troubleshooting, and training to all users as needed in a timely, courteous manner and solicit support from Help Desk team members when needed.
Provide first line contact regarding all software, specifically AEC software, Microsoft Office (o365), Adobe products, and solving general problems.
Participate and coordinate other issues to appropriate contacts in the firm, such as working with IT Infrastructure teams on servers, networking, and storage.
Participate in after-hours and weekend on-call support rotation.
Be responsible for other duties as assigned.