Helpdesk Support Specialist

Overview About the Role & Team The IT Services Group of IDC is seeking a Helpdesk Support Specialist within our IT Services Team. This hands-on position requires extensive knowledge of Windows-based platforms, computer software, applications, and hardware. The role is based in our Boston, MA corporate office and will provide support to IDC employees via the IT Help Desk ticketing system. The candidate should have a strong technical troubleshooting background and be prepared to contribute to IDC’s worldwide IT Operations team. This is a one-year, full-time temporary position with potential to convert to full-time permanent based on performance and business need. This role is on-site at our Boston, MA headquarters; candidates should be able to reliably commute to the office. Responsibilities What You’ll Do – Inventory and Asset Management Catalog all IT assets currently stored in existing equipment closets. Identify devices for retention, redeployment, decommissioning, or recycling. Establish an accurate inventory baseline and support ongoing asset tracking. Data Sanitization Wipe all laptops and applicable devices in accordance with NIST 800-88 standards. Provide documentation and certification of data erasure for compliance purposes. Ensure no recoverable data remains on devices prior to disposal or recycling. Equipment Organization and Asset Management Organize equipment efficiently within available storage areas. Verify and maintain accurate asset labeling and inventory records. Support equipment check-in, processing, and redeployment activities. Recycling and Disposal Coordinate with certified e-waste recycling providers to ensure environmentally responsible disposal. Verify that all hardware is processed in accordance with regulatory and company requirements. Obtain and maintain disposal documentation and certificates for IDC records. Documentation and Compliance Ensure all activities comply with company policies and applicable regulatory standards. Maintain complete documentation supporting NIST 800-88 compliance and asset disposition records. Additional Helpdesk Support Prepare and ship laptops and equipment to employees. Process returned equipment, including inventory updates and device preparation. Assist with Helpdesk ticket queues and operational tasks, enabling internal staff to focus on Tier 2–4 support activities. Perform laptop replacement projects for out-of-warranty devices. Support new hire onboarding activities and equipment deployments. What You Bring A bachelor’s degree or related experience is required. Minimum of 3–5 years of experience within an IT organization in a technical support and customer-facing role. Demonstrated experience resolving software and hardware problems within a technical environment. Ability to evaluate technical faults, prescribe remedies, and document solutions. Strong written and verbal communication skills. Team player, fast learner, able to assist users while learning IDC specifics. History of customer service and positive interpersonal skills is imperative. Experience working in a collaborative environment with technical and non-technical colleagues is advantageous. Exposure to software applications including MS Office 365, cloud apps, backup tools, antivirus tools, etc. Understanding of networking technologies (Ethernet routing and switching, wireless LANs, DHCP, DNS, etc.). Experience with Windows Autopilot technology including white glove. Ability to lift and carry heavy IT equipment. Familiarity with Jira ticketing tool is strongly preferred. No travel is required for this position. Why This Role Stands Out At IDC, your work helps shape how the world understands technology and where it goes next. You will collaborate with curious, high-caliber colleagues who value rigor, integrity, and shared success. As a global provider of trusted technology intelligence, IDC equips business and technology leaders with the evidence they need to make confident decisions. Our insights inform strategy, investment, and innovation across industries and regions. Compensation and Equal Opportunity Compensation Transparency: IDC is committed to fair and equitable pay practices. Employees are compensated equitably for their work, aligned with their skills and experience. Salary and incentive structures are determined through a rigorous process considering experience, education, certifications, role-specific requirements, internal equity, and verified U.S. market data from an independent third-party partner. The expected total annual compensation, depending on location and experience, is between $65,000 – $75,000, inclusive of base salary and variable compensation. Equal Opportunity Employer IDC is committed to providing equal employment opportunities for all qualified persons. Employment eligibility verification required. We participate in E-Verify. IDC is currently able to employ remote workers in the following states: Arizona, California, Colorado, Connecticut, Washington D.C., Florida, Georgia, Illinois, Indiana, Kansas, Massachusetts, Maryland, Maine, Michigan, Minnesota, Missouri, Mississippi, North Carolina, New Hampshire, New Jersey, New York, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia, Vermont, Washington, and Wisconsin.

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