IT Help Desk Technician

Job Description

Job Description

6 to 12 contractor assignment with a conversion arrangement.  

Position Summary

Our client is seeking an IT Help Desk Technician to provide front-line technical support to corporate and manufacturing teams at its Bedford, MA facility.

Key Responsibilities

• Serve as the primary Tier 1 support contact for corporate and manufacturing users.
• Triage, document, resolve, and escalate support tickets using NinjaOne.
• Provide hardware and software troubleshooting, desktop administration, software deployment, remote access support, mobile device support, and IT asset inventory management.
• Manage employee onboarding, role changes, and offboarding, including endpoint provisioning, Active Directory and Microsoft 365 accounts, VPN access, and security tools.
• Support user access to Epicor Kinetic ERP and FactoryLogix MES, escalating application-specific issues to the appropriate administrators.
• Assist with Sophos EDR alert triage and coordinate remediation with IT leadership.
• Maintain help desk documentation, knowledge base articles, procedures, and end-user training materials.
• Prioritize production-critical issues to minimize shop floor downtime.
• Participate in IT initiatives, including hardware refreshes, operating system upgrades, and application deployments.

Required Skills

• Strong working knowledge of Windows 11 and Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, and Office applications.
• Experience administering Active Directory users and groups.
• Ability to troubleshoot iOS and Android devices.
• Basic understanding of networking fundamentals, including DNS, DHCP, VPN, and Wi-Fi, as well as information security principles.
• Excellent written and verbal communication skills, with the ability to explain technical issues clearly and work professionally with employees at all organizational levels, including C-level executives.
• Strong customer service, problem-solving, follow-through, and documentation skills.

Required Experience

• 2–3 years of hands-on Tier 1 support experience with laptops, desktops, and mobile devices in a business environment.
• Experience using an RMM or IT service management platform, such as NinjaOne, ConnectWise, or ManageEngine, for ticketing and endpoint administration.
• Demonstrated customer service skills and experience supporting users across an organization.
• Manufacturing or engineering environment support experience strongly preferred.
• CompTIA A+, Network+, or relevant Microsoft certifications preferred.

Education

Bachelor’s degree in Information Technology, Computer Science, or a related field, or at least three years of comparable professional experience .

GCR Professional Services is an engineering and information technology staffing firm (direct-hire, consultants, contract-to-hire).

Company Description

GCR Professional Services is an engineering and information technology staffing firm (direct-hire, consultants, contract-to-hire).