IT Helpdesk Specialist

About the role

You will be the primary IT point of contact for our Boston office, delivering both in‑person and remote support. You will ensure new hires are set up on day one, manage off‑boarding, and keep the office technology running smoothly as part of a global IT team.

Key responsibilities

• Provide first‑line support for Windows and macOS devices in a domain environment.
• Handle onboarding, laptop allocation, setup, and off‑boarding for employees.
• Prepare and ship equipment to remote staff across the US.
• Work the global ticketing system (Jira Service Management or Freshservice) to resolve and prioritize issues.
• Maintain office meeting rooms, A/V, and Teams conferencing systems.
• Manage wired and wireless networking for the office.
• Troubleshoot hardware and software problems, maintain IT inventory, and enforce security policies.
• Create and update documentation and knowledge‑base articles for users and the global team.

Required profile

• Self‑sufficient with a strong sense of ownership.
• Excellent customer‑service mindset and problem‑solving skills.
• Clear communicator who can build relationships at all levels.
• Ability to work under pressure, prioritize tasks and meet deadlines.
• Reliable team player who can also work independently in a fast‑paced environment.

Required skills

• 2+ years of Helpdesk or IT support experience.
• Hands‑on support of Windows and macOS.
• Administration of Microsoft Intune and Kandji MDM.
• Experience with Entra ID (Azure AD) and Microsoft Office 365.
• Proficiency with ticketing/ITSM platforms such as Jira Service Management or Freshservice.
• Good understanding of wired and wireless networking.
• Experience with onboarding/off‑boarding processes and asset management.