Role:

Helpdesk Support Technician I Duration:

6 months

Location:

Marlborough, MA Work Arrangement:

100%

Onsite Schedule:

Monday-Friday, 8:00 AM - 5:00 PM (1-hour lunch) About the

Role:

We are seeking a highly skilled and customer-focused User Support Technician II to join our IT User Services team. This role is designed for an experienced support professional who thrives in a fast-paced environment and is passionate about delivering exceptional end-user experiences while solving more complex technical issues. In this role, you will act as a key escalation point for advanced troubleshooting, provide mentorship to Level I technicians, and contribute to the continuous improvement of IT services and processes. Position Summary Seeking a customer-focused IT Support professional to provide onsite end-user support in a Microsoft enterprise environment. This individual will troubleshoot hardware, software, device, and access-related issues while delivering a high level of customer service. Ideal candidates will have prior Help Desk, Service Desk, or Desktop Support experience supporting Windows environments and Microsoft technologies. Must-Have Skills

• Customer Support / End User Support
• Active Directory
• Exchange
• Intune
• Windows PC troubleshooting
• Microsoft 365 support
• Strong communication and customer service skills Preferred Experience
• Help Desk or Desktop Support environment
• ServiceNow or similar ticketing system
• Azure AD exposure
• Basic networking knowledge (VPN, Wi-Fi, DNS)
• Hardware deployment and support
• Mobile device support Key Responsibilities
• Provide technical support via tickets, phone, Teams, and walk-up support.
• Troubleshoot Windows hardware and software issues.
• Support Microsoft 365 applications including Outlook and Teams.
• Perform Active Directory account administration and user access support.
• Support Exchange mailbox issues.
• Assist with Intune-managed devices and endpoint troubleshooting.
• Document incidents and resolutions within the ticketing system.
• Deliver excellent customer service to internal users. Target Candidate Profile
• 1-3+ years of Help Desk, Service Desk, Desktop Support, or IT Support experience.
• Experience supporting Microsoft environments.
• Strong troubleshooting capability combined with excellent customer service skills.
• Comfortable working onsite and interacting directly with end users.
• Experience with AD, Exchange, Intune, and Windows support.