IT Support Technician

Job Description Location: Cambridge, MA Salary Range: $50,000 - $70,000 per year Job Function: Technology Job Id: 410102 Responsibilities & Technical Skills Strong knowledge of desktop/laptop hardware Very strong hands‑on experience (H/W and S/W) Good knowledge of Win 10, Win 7 & MS Office Knowledge of Mac OS Application/software installation and troubleshooting Knowledge/exposure to ticketing tools (Service Now) Hardware, operating‑system & software knowledge of laptops, desktops & mobile devices Working knowledge of supporting computer peripherals (printers, scanners) Provides second‑line investigation and diagnosis for Sales Users Resolves and closes incidents/service requests per help‑desk procedures & allocated timelines Escalates unresolved incidents/service requests within agreed timescales Logs relevant incident/service request details per process Communicates with client regarding incident progress Ensures tickets are always updated until issues are resolved Complies with Health Safety Environment (HSE) and IT policies Liaises with clients, IT support groups and 3rd‑party providers when necessary Performs staging of PCs Performs IMAC (Install, Move, Add & Change) of end‑user hardware (laptops, desktops, mobile devices, printers, desk phones, meeting‑room devices) Conducts hardware and software maintenance and support Troubleshoots and resolves PC incidents & VIP requests Centralized hardware and spare‑part stocking and inventory management; surplus equipment management Break‑fix services to nearby small sites – leveraging shipping options (device exchange or loaner PC) Hardware vendor coordination for break‑fix Imaging & provisioning of devices; setup and build workstations Updates AMDB including hardware and software PC and other device logistics management Desired Candidate Profile Qualifications: BACHELOR OF COMPUTER SCIENCE Benefits Discretionary Annual Incentive Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans Family Support: Maternal & Parental Leaves Insurance Options: Auto & Home Insurance, Identity Theft Protection Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement Time Off: Vacation, Time Off, Sick Leave & Holidays Legal & Financial Assistance: Legal Assistance, 401 K Plan, Performance Bonus, College Fund, Student Loan Refinancing #J-18808-Ljbffr