Help Desk Technician

$25/hour | 1-Year Contract | Potential for Extension or Hire Are you an energetic IT support professional who thrives in a fast-paced environment and genuinely enjoys helping people solve technical problems? We are seeking Help Desk Technicians to join a growing Enterprise Service Desk team in Bedford, MA. This is an excellent opportunity for someone with corporate help desk experience who wants to continue building their technical skills within a large, highly professional enterprise environment. This is not a scripted call center role. You will serve as the first point of contact for employees, actively diagnosing, troubleshooting, and resolving technical issues across multiple systems and platforms. What You’ll Do Provide front-line technical support to employees in a high-volume enterprise environment Handle approximately 25–30 inbound support calls per day Diagnose and troubleshoot hardware, software, connectivity, and access issues Support Windows 10, Mac OS/OSX, Microsoft Office/Outlook, VPN, mobile devices, hardware, and peripherals Troubleshoot LAN, remote-access, and corporate system issues Accurately document incidents, troubleshooting steps, and resolutions within the ticketing system Follow established procedures for ticket routing, escalation, notification, and resolution Guide users through technical issues with patience, professionalism, and clear communication Collaborate with other Service Desk and IT team members to resolve issues and improve processes What We’re Looking For 1+ year of technical Help Desk or Service Desk experience in a corporate or enterprise environment Strong hands‑on troubleshooting experience with Windows and Microsoft Office applications Experience supporting Mac users is highly preferred Familiarity with VPN, remote-access tools, mobile devices, and hardware/peripheral troubleshooting Strong ticket documentation and incident-management habits Excellent verbal communication and customer service skills Comfortable handling a high volume of phone-based technical support Energetic, professional, and able to remain composed in a fast‑paced environment Strong problem-solving skills with the ability to think beyond a scripted response High School Diploma or equivalent required Preferred Qualifications CompTIA A+ HDI Certification ITIL Certification Experience working within an SLA‑driven, regulated, or highly structured enterprise IT environment Schedule & Training This position is hybrid with 2 days per week onsite in Bedford, MA . Hours fall between 7:00 AM–6:00 PM Monday through Friday , with core business hours of 8:00 AM–5:00 PM . New team members will receive approximately 5–6 weeks of hands‑on training and shadowing with a Subject Matter Expert , including client processes, ticketing procedures, email and portal support, enterprise tools, and escalation protocols. Why This Opportunity? This is a 1-year contract with strong potential for extension or permanent hire . It is an excellent opportunity to gain experience supporting a sophisticated enterprise environment while expanding your exposure to multiple operating systems, networks, remote-access technologies, and IT support processes. If you are energetic, technically sharp, confident on the phone, and ready to grow your IT support career , we want to hear from you. #J-18808-Ljbffr The Midtown Group