IT Service Operations Technician

As an IT Service Operations Technician you will be responsible for providing technical support and problem resolution for internal users. In this role you will handle a mix of routine and moderately complex IT issues involving software, hardware, and network access. 

How you will make an impact

The specialist works with limited supervision, contributing to improving support procedures, and collaborates with team members to ensure a consistent, user-centered support experience. 

You will:

• Respond to and resolve a range of IT support requests via phone, email, chat, and ticketing system for desktops, laptops, mobile devices, applications, and network connectivity.
• Troubleshoot moderately complex technical issues, escalating when necessary while retaining ownership of user communication. 
• Accurately document all incidents, resolutions, and follow-ups in the IT service management (ITSM) system.
• Assist in account administration, permission requests, hardware setup, and software installations.
• Contribute to the maintenance and improvement of knowledge base articles and support documentation. 
• Participate in onboarding of new hires by provisioning systems, configuring user accounts, and delivering technical orientation. 
• Identify patterns in recurring issues and suggest changes to improve tools, processes, or user training. 
• Support minor system maintenance tasks, such as patch deployments, peripheral setup, and basic inventory management.
• Handle purchasing as needed, of equipment, systems, peripherals, and software licenses. | Participate in project work, both for Service Operations projects and as a supporting member of other team projects where needed. 

You bring:

• Associate or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• Typically 2+ years of experience in IT help desk or technical support roles.Proficiency in Windows/macOS/Linux operating systems, Google Workspace, and basic network troubleshooting (e.g., Wi-Fi, VPN, printers). 
• Working knowledge of Active Directory, remote support tools, and common enterprise systems. 
• Familiarity with ITSM platforms (e.g., ServiceNow, Freshservice, Jira) and standard ticket lifecycle management. 
• Ability to recognize issue patterns and contribute to root cause identification. 
• Effective verbal and written communication skills, with a customer-first mindset. 
• Capable of working with moderate supervision and making decisions within established parameters. 
• Experience managing and troubleshooting conference room audio-visual (AV) systems for seamless meeting experiences. 
• Industry-recognized certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate are preferred.
• Occasional off-hours or weekend work may be required to support critical system maintenance or address urgent issues. 
• Local travel may be required. 
• May be required to lift up to 50lbs.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas for this position.

The salary range for this position will be clearly stated in the job posting as required by Massachusetts law. The base pay range for this position is between $33-37/hr. Base pay will depend on multiple individualized factors including, but not limited to internal equity, job related knowledge, skills and experience. This range represents a good faith estimate of compensation at the time of posting.