Senior Service Desk Technician (Boston, MA-Hybrid)

ITSM Operations: Incident management, service requests, SLAs, categorization, prioritization, escalation, knowledge articles, documentation quality.

· Manage service desk tickets using ITSM tools, ensuring accurate categorization, prioritization, troubleshooting notes, resolution details, asset linkage, and knowledge article references.

· Maintain accurate asset management and CMDB data for assigned devices, peripherals, users, locations, configuration items, lifecycle status, and support history.

· Act as an escalation point for Tier 1 and Tier 2 support issues, ensuring timely resolution of complex incidents and service requests while maintaining SLA alignment, which will entail supporting Tier 1 and Tier 2 call queues as needed.

· Use Microsoft Excel to analyze ticket queues, SLA performance, asset data, inventory exceptions, and operational trends; create clean summaries, pivot tables, filters, formulas, and export-ready reports as needed.

· Create and maintain high-quality knowledge base articles, runbooks, troubleshooting guides, and process documentation that enable repeatable support and reduce escalations.

· Mentor junior technicians, model customer-focused communication, and coach the team on troubleshooting standards, documentation quality, process consistency, and automation adoption.

AI and Automation: AI-assisted troubleshooting, knowledge generation, automation opportunity identification, low-code/no-code workflow support

· Use AI-enabled support practices, knowledge search, prompt-based troubleshooting, and automation opportunities to improve ticket resolution, self-service, deflection, and technician productivity.

· Design, support, or improve automation workflows for recurring service desk processes such as onboarding, access requests, device fulfillment, approval routing, knowledge routing, and status notifications.

Endpoint Management: Windows, macOS, mobile devices, Microsoft Intune, remote tools, app deployment support, device compliance awareness

· Diagnose and resolve hardware, software, mobile, endpoint, application, and basic network issues, including VPN, Wi-Fi, DNS/DHCP awareness, connectivity, printer, and peripheral troubleshooting.

· Support identity and access tasks across Active Directory, Microsoft 365, Okta MFA, group membership, password resets, account lifecycle activities, and secure access practices.

· Support endpoint management activities using Microsoft Intune, including device enrollment awareness, compliance checks, app deployment support, configuration troubleshooting, and basic mobile device management.

· Participate in IT projects, endpoint refreshes, application deployments, identity initiatives, automation pilots, and service improvement efforts.

Networking: VPN, Wi-Fi, TCP/IP basics, DNS/DHCP awareness, printer/peripheral connectivity, structured escalation

· Diagnose and resolve hardware, software, mobile, endpoint, application, and basic network issues, including VPN, Wi-Fi, DNS/DHCP awareness, connectivity, printer, and peripheral troubleshooting.

Asset Management: Asset records, device ownership, lifecycle status, inventory accuracy, configuration item relationships, audit readiness

• 2-4+ years of technical support experience
• Strong analytical problem solving and troubleshooting abilities
• Excellent interpersonal and teamwork skills; able to work both independently and within a team-oriented environment.
• Ability to concisely document processes, procedures, issues, resolutions; strong writing skills required.
• Excellent interpersonal and communication skills; able to adapt instructions and guidance to the skill level of the end user.
• Self-motivated, forward thinking.
• Ability to multitask in a fast-paced environment; handle multiple issues/requests simultaneously; able to quickly re-adjust priorities on demand.
• Windows 11 end user support
• Microsoft O365 end user support
• Support, troubleshooting and imaging of hardware (Dell and Mac laptops).
• Basic knowledge of network connectivity and troubleshooting (wired and wireless), TCP/IP subnetting, DHCP, routing & switching, VPN.
• Familiarity with Microsoft Active Directory (user & computer accounts, OU’s, Group Policy) and EntraID.
• Printer support (both USB and network) – hardware, drivers, installation, print queue management, troubleshooting.