Help Desk Technician Tier 2

The New England Center for Children · Information Services Southborough , MA Information Services Full Time , Days , Days with on call rotation Posted 05/18/2026 Salary Range: $55,000-$65,000 Salary is determined based on individual experience, and the range may not include differentials which are based on team assignment. The salary range posted reflects the starting salary for the position and does not represent the maximum potential earnings. The Desktop Support Associate is responsible for the support of hardware, software, and audiovisual systems for the Center. This role provides end user training and support, makes recommendations for software and hardware changes, and promptly escalates technology issues that are urgent or time sensitive. What You’ll Do: Respond to user questions and inquiries in person, via telephone, email, web and other communication methods. Provide technical support and solves the basic and more advanced routine user hardware and software problems or questions, including desktop computer hardware and software and enterprise system software. Ensure the proper operation of computers, productivity software and peripherals for staff and students, including Office 365, Windows and IOS operating systems, printers, videoconferencing systems, phones and assorted audiovisual peripherals. Communicate with end users as required: keeping them informed of incident progress, notifying them of requirements that will delay ticket resolution, and documenting ticket progress in a complete and timely manner. What You’ll Love: Becoming part of a mission-driven organization Generous vacation time + personal and accrued sick time Career growth and professional development opportunities A fun, team-oriented environment Retirement savings and many more perks What You’ll Need: Windows 11 experience required. A minimum of 2 years of onsite in-person IT Help Desk role is required. Technical ability to troubleshoot production hardware or software issues. Ability to adapt and adjust to changing work situations, processes, and procedures. Willingness to work flexible hours with rotating on call, including occasional evening and weekend hours. Exceptional Customer Service experience with strong verbal and written communication skills. Working experience of Office 365 Enterprise, including Azure, Entra, Microsoft Intune, and Microsoft Defender. #J-18808-Ljbffr New England Center for Children Inc