Service Desk Support Engineer

MS Walker•Norwood, MA

1d•$60,000 - $80,000•Hybrid

About The Position

M.S. Walker is seeking a sharp, curious, and customer focused problem solver to join our Information Technology team. This is a hybrid role. About half of each week is spent as the first point of contact for technology support across the organization, resolving hardware, software, and access issues and setting up devices for our people. The other half is spent working alongside the rest of the IT team on projects, documentation, and improvements that move the business forward. We care most about how you think. Strong critical thinking, sound judgment, and the ability to break a problem down and work it methodically matter more to us than any specific technical background. If you understand how a business runs, communicate clearly, and learn quickly, we will teach you the technology. This is a genuine growth role. It is a strong fit for someone who wants to build a long term career in technology and grow into infrastructure, cybersecurity, business systems, or automation as our digital transformation continues. Prior IT experience is preferred but not required.

Requirements

Strong critical thinking and problem solving. You can take an unfamiliar problem, break it into parts, and work it to resolution.
A solid basic technical foundation. You are comfortable with Windows and Microsoft 365 (Outlook, Teams, Excel, Word) and with Apple devices such as iPhone and iPad, and you can work through everyday technology problems methodically. We will teach the depth.
A strong desire to learn all kinds of technology. You want to understand how things work across the board, from Windows and Apple devices to networking and cloud services, and you treat an unfamiliar system as something to figure out rather than avoid.
A desire to learn and leverage AI in your own work. You are eager to use tools like Microsoft Copilot to work smarter and solve problems faster, and you want to keep building that skill as these tools evolve.
Clear communication. You can explain technical topics to nontechnical people, and you listen well.
A real understanding of how a business operates and a drive to learn how our people actually use technology to do their jobs.
Strong organization and the ability to manage several priorities at once without letting things slip.
Ownership and follow through. You see requests all the way through and keep people informed along the way.
Associate degree or equivalent experience. A degree in any field is welcome. An IT specific degree is not required.
Valid driver's license and willingness to travel occasionally between company locations.

Nice To Haves

Prior IT experience of any kind, such as technical support, helpdesk, or desktop support.
Familiarity with Active Directory, Microsoft Entra ID, and Intune.
Familiarity with Microsoft 365 administration, Teams, SharePoint, and Copilot.
Scripting or programming experience of any kind, such as Python, PowerShell, or coursework projects.
Understanding of networking fundamentals, endpoint management, and cybersecurity basics.
Experience supporting warehouse, manufacturing, or distribution environments.
Experience with ticketing systems and IT service management processes.
CompTIA A+, Network+, Security+, or Microsoft certifications.

Responsibilities

Serve as the first point of contact for technology support requests across the organization.
Diagnose, troubleshoot, and resolve hardware, software, account access, and connectivity issues. Escalate complex issues to the right people while keeping ownership of the user relationship and communication.
Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, Excel, and Word, and help users get more value from Microsoft Copilot.
Configure, deploy, maintain, and troubleshoot laptops, desktops, tablets, mobile devices, and peripherals.
Prepare equipment and accounts for new employee onboarding, and handle offboarding activities and asset recovery.
Perform workstation replacements, refresh projects, and hardware lifecycle activities, and keep inventory records accurate.
Provision user accounts and access, assist with password resets, multifactor authentication setup, and account security requests, and support Active Directory, Microsoft Entra ID, and Microsoft 365 user administration following established security and compliance procedures.
Support warehouse, logistics, manufacturing, and office technology, including handheld devices, barcode scanners, printers, and label printers, and help users with ERP and WMS access issues, coordinating with vendors and internal technical resources when needed.
Partner with the infrastructure, security, and business applications teams on active projects and technology deployments, taking on pieces of the work as you grow into them.
Help coordinate and carry out rollouts, testing, and hardware and software deployments across the organization.
Write and maintain clear documentation, including knowledge articles, how to guides, and self service resources for employees.
Spot recurring issues and patterns in support requests, and recommend practical ways to improve how we deliver technology.
Assist with scripting and automating repetitive support tasks as your skills grow, working alongside our automation initiatives.
Research and help evaluate tools and solutions, and document your findings clearly for the team.
Take on stretch assignments that build your technical depth over time as you grow into more of the team's work.