Deskside Support Engineer

Teceze; Bedford (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

Teceze is seeking a Technical Desktop Engineer to provide frontline support for end users in Bedford, MA. You will troubleshoot hardware, software, and network issues while delivering superior customer service to ensure smooth daily operations.

The role covers Level 1–2 support, handling Windows/Office 365 problems, user account management, and ticketing system maintenance. Strong communication and collaborative problem solving are essential.

Qualifications

• Experience in Help Desk or Technical Support.
• Knowledge of Windows operating systems and Microsoft Office.
• Basic understanding of TCP/IP, DNS, DHCP.
• Experience with Active Directory and user account management.
• Familiarity with ticketing tools such as ServiceNow or Jira.

Responsibilities

• Provide Level 1 and Level 2 technical support to end users.
• Troubleshoot desktop, laptop, printer, and software issues.
• Resolve Windows and Office 365-related problems.
• Manage user accounts, password resets, and access requests.
• Log, track, and update tickets in the ticketing system.
• Escalate complex issues to the appropriate teams.
• Support hardware installations, upgrades, and replacements.
• Maintain documentation of incidents and resolutions.

Skills

Help Desk

Technical Support

Windows OS

Office 365

Active Directory

Networking basics

Ticketing tools

Communication skills

Tools

ServiceNow

Jira

Job description

We are looking for a Technical Desktop Engineer to provide technical support and assistance to end users. The candidate will be responsible for troubleshooting hardware, software, and network-related issues while ensuring excellent customer service.

Key Responsibilities:

• Provide Level 1 and Level 2 technical support to end users


• Troubleshoot desktop, laptop, printer, and software issues


• Resolve Windows and Office 365-related problems


• Manage user accounts, password resets, and access requests


• Log, track, and update tickets in the ticketing system


• Escalate complex issues to the appropriate teams


• Support hardware installations, upgrades, and replacements


• Maintain documentation of incidents and resolutions

Required Skills:

• Experience in Help Desk or Technical Support


• Knowledge of Windows operating systems and Microsoft Office


• Basic understanding of networking concepts (TCP/IP, DNS, DHCP)


• Experience with Active Directory and user account management


• Familiarity with ticketing tools such as ServiceNow or Jira


• Good troubleshooting and communication skills