L2 HelpDesk Technician / on-site Boston

Teamwork Corporate•Cambridge, MA

2d•Onsite

About The Position

As a HelpDesk Specialist, you will be the primary point of contact for resolving a wide range of technical issues in person and remotely. This is a fully on-site role based in Boston, MA, requiring a 5-day-per-week presence (Monday through Friday) across up to 5 local client sites. Travel between sites is handled via MBTA or rideshare and is fully covered. You will manage user accounts, troubleshoot application and access issues, and ensure seamless operation of on-site technology such as meeting room systems. You'll also assist with hardware and software lifecycle management and may participate in cloud and on-premises projects as needed.

Requirements

Bachelor's degree in Computer Science, Engineering, or a related field.
3+ years of experience in a HelpDesk or IT Support role, with significant on-site responsibilities.
Hands-on experience with user account management tools (Office 365, JIRA, etc.).
Strong troubleshooting skills in resolving issues related to Office Suite, connectivity, and other software applications.
Hardware troubleshooting and maintenance skills, including laptops, desktops, and peripheral devices.
Familiarity with device management systems and lifecycle processes.
Excellent communication skills, both written and verbal, with the ability to interface confidently with users and clients on-site.
Comfortable working across multiple locations; ability to manage time and priorities while traveling between sites.
Ability to multitask and prioritize in a fast-paced, multi-site environment while maintaining attention to detail.
Customer-Focused: You enjoy working directly with end-users and clients in person, delivering solutions with patience and professionalism.
Adaptable & Mobile: You are comfortable moving between sites and adapting to different environments and teams throughout the week.
Well-Spoken and Presentable: You represent the company with a polished, professional manner in all client-facing interactions across multiple locations.
Problem-Solver: You thrive on diagnosing complex technical issues on the spot and delivering timely, effective solutions.

Nice To Haves

Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certifications are highly desirable.
Experience with endpoint security tools (e.g., antivirus, encryption) and device management best practices.
Knowledge of cloud infrastructure (Azure, AWS) and on-premises solutions is a plus.
Prior experience in a multi-site or field technician role is a strong asset.

Responsibilities

User Request / Incident Management: Provide on-site and remote troubleshooting for access issues, Office Suite problems, and other software-related challenges.
Multi-Site Coverage: Travel between up to 5 Boston-area client sites as needed via MBTA or rideshare (travel expenses fully covered).
Meeting Room Technology: Set up, troubleshoot, and maintain audiovisual and conferencing equipment across all sites.
User Lifecycle Management: Assist with onboarding/offboarding, including provisioning/deprovisioning of devices and access rights.
Hardware Support: Manage the complete hardware lifecycle, from deployment to disposal, including laptops, desktops, mobile devices, and peripherals.
Device Management: Ensure endpoint devices (laptops, desktops, printers, and copiers) are up to date, secure, and functional.
Laboratory Technology: Support any specific lab equipment or specialized devices as needed.
Endpoint Security: Ensure all endpoint devices adhere to security policies, including antivirus and encryption tools.
Participate in various side projects related to cloud and on-premises infrastructure when needed.
Collaborate with other teams and on-site stakeholders, contributing based on workload and priority.
Maintain a polished and professional presence at all times.