Help Desk Support Position Available In Plymouth, Massachusetts

Help Desk Support 4.3 4.3 out of 5 stars

Plymouth, MA Job Summary:

We are seeking a skilled and customer-focused Infrastructure Service Desk Analyst to join our IT support team. The ideal candidate will be responsible for providing first-line support for infrastructure-related issues, including system access, network connectivity, hardware/software troubleshooting, and ticket management.

Key Responsibilities:

Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing systems. Troubleshoot and resolve hardware, software, and network issues on desktops, laptops, and mobile devices. Manage user accounts, permissions, and access rights in Active Directory, O365, and other enterprise systems. Log all service desk interactions and escalate unresolved issues to appropriate teams (L2/L3) as needed. Monitor and manage incidents and requests through ITSM tools like ServiceNow, Remedy, or similar. Provide support for VPN, remote desktop, printer, and collaboration tools (Teams, Zoom, etc.). Assist in setting up new user accounts and workstation setups. Follow standard procedures for proper escalation and issue resolution. Maintain technical documentation and knowledge base articles. Participate in shift coverage, including weekends or on-call support if required.

Required Skills & Qualifications:

4 years of experience in an IT Service Desk or Infrastructure Support role. Strong knowledge of Windows OS, MS Office, Active Directory, and basic networking concepts. Experience with ITSM tools (ServiceNow, BMC Remedy, etc.). Excellent communication and interpersonal skills. Ability to work under pressure and manage multiple tasks. ITIL Foundation certification is a plus. Nice to

Have:

Experience with SCCM, JAMF, or other system management tools. Familiarity with cloud environments (Azure, AWS). Knowledge of cybersecurity best practices for endpoint protection. #IND2

Job Type:

Contract Pay:

$20.00 – $24.00 per hour

Schedule:

8 hour shift Ability to

Commute:

Plymouth, MA (Required) Ability to

Relocate:

Plymouth, MA:

Relocate before starting work (Required)

Work Location:

In person