Apptad - IT Site Support

Apptad Inc; Cambridge (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

Apptad Inc is seeking an IT Site Support specialist to provide on-site and remote assistance for Windows and Mac devices, collaboration systems, and IT assets at our Cambridge, MA location. You will resolve hardware and software issues, support Microsoft 365 services, and help maintain end-user experience across the site.

The role requires 3+ years in desktop/site support, strong customer service, and familiarity with ServiceNow for incident management.

Qualifications

• 3+ years in desktop or site support.
• Strong Windows 10/11 troubleshooting and macOS/iOS support.
• Experience with ServiceNow ticketing.
• Solid knowledge of TCP/IP, DNS, VPN, and LAN/WAN.
• Excellent customer service and communication skills.
• Ability to prioritize and manage multiple incidents.

Responsibilities

• Provide on-site and remote support for Windows and Mac devices and apps.
• Troubleshoot hardware, software, VPN, and network connectivity issues.
• Support Microsoft 365 apps including Outlook, Teams, OneDrive.
• Imaging, deployment, refresh, data migration and retirement activities.
• Manage IT assets and ticketing in ServiceNow.
• Support conference rooms and collaboration tech (Teams Rooms, Zoom Rooms).
• Assist with office moves, onboarding/offboarding and equipment provisioning.
• Ensure security and adherence to ITSM procedures.

Skills

Windows 10/11 Troubleshooting

macOS & iOS support

ServiceNow experience

End-user computing

Customer service

TCP/IP, DNS, VPN, LAN/WAN basics

On-site and remote support

Communication skills

Education

Bachelor's degree or related field

Tools

ServiceNow

Job description

Job Title: IT Site Support

Location: Cambridge MA 02141 - Onsite

Job responsibilities:

The Site Support ITC Technician provides dependable, hands-on technology support for employees, conference rooms, and local site operations. The position combines strong customer service with technical expertise across endpoint computing, collaboration technologies, IT asset management, and basic network connectivity. The technician serves as a visible on-site resource and partners with regional and global IT teams to restore service, support business activities, and improve the end-user experience.

Key Responsibilities

• Deliver professional, responsive, and customer-focused technical support to end users.
• Provide on-site and remote support for Windows and Mac computers, mobile devices, peripherals, and approved business applications.
• Troubleshoot hardware, software, operating system, printing, VPN, wireless, and network-connectivity issues.
• Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and Office applications.
• Install, configure, deploy, maintain, and replace laptops, desktops, monitors, docking stations, printers, and related accessories.
• Perform device imaging, deployment, refresh, data migration, validation, and retirement activities in accordance with established procedures.
• Manage IT assets through receiving, inventory tracking, record updates, audits, lifecycle activities, and secure disposition coordination.
• Support conference-room and collaboration technologies, including Microsoft Teams Rooms, Zoom Rooms, Crestron systems, displays, cameras, microphones, and related AV equipment.
• Provide technical support for executive meetings, town halls, training sessions, and live events; remain available to resolve issues during critical sessions.
• Conduct proactive meeting-room checks and address issues affecting room readiness and user experience.
• Assist with technology moves, adds, and changes, including workstation setups and office relocations.
• Support employee onboarding and offboarding activities, including equipment preparation, deployment, collection, and account-related coordination.
• Create, update, route, and close incidents and service requests in ServiceNow with accurate troubleshooting notes and resolution details.
• Document recurring issues, solutions, support procedures, and equipment maintenance activities.
• Collaborate with senior technicians and network, infrastructure, security, application, and vendor support teams to resolve complex issues.
• Follow company security, safety, data-protection, and IT service-management requirements.
• Participate in site projects, after-hours support, and travel to other client locations when required.

Required Qualifications

• Bachelor's degree or a related field, or an equivalent combination of industry experience, technical certifications, and relevant coursework.
• 3 years of experience or more in desktop support, site support, end-user computing, or field services.
• Strong knowledge of Windows 10 and Windows 11 operating systems, including installation, configuration, and troubleshooting.
• Ability to independently use logical troubleshooting methods to identify root cause and resolve technical issues.
• Demonstrated customer service skills and a genuine commitment to helping users solve problems.
• Experience using ServiceNow or a comparable IT service-management and ticketing platform.
• Working knowledge of TCP/IP, DHCP, DNS, VPN, and LAN/WAN concepts.
• Experience with network cabling, labeling, patching, and cable-management best practices.
• Hands-on experience imaging, deploying, refreshing, and supporting laptop and desktop computers.
• Working knowledge of macOS and iOS support.
• Clear verbal and written communication skills, including the ability to explain technical issues to non-technical users.
• Ability to organize work, prioritize incidents by impact and urgency, and manage multiple requests in a fast-paced environment.

Technical Knowledge

Endpoint & Mobility

• Windows 10/11 administration and troubleshooting
• macOS and iOS support
• PC imaging, deployment, refresh, and hardware diagnostics
• Mobile-device and peripheral support

Microsoft & Identity

• Microsoft 365 applications
• Microsoft Outlook, Teams, and OneDrive
• Active Directory and Microsoft Entra ID fundamentals
• Multi-factor authentication support

Networking

• TCP/IP, DNS, DHCP, VPN, LAN/WAN, wired, and wireless fundamentals
• Basic switch-port and connectivity troubleshooting
• Copper and fiber cabling awareness; patching and labeling practices

AV & Collaboration

• Microsoft Teams Rooms and Zoom Rooms
• Crestron or comparable room-control technology
• Cameras, microphones, speakers, displays, and projectors
• Conference-room readiness and live-event support