Deskside Support: On-site in Waltham, MA

Socket.dev; Waltham (MA); On-site; USD 51,000 - 64,000; Full time

Benefits offered by this job

Generous PTO

Competitive benefits

Career growth opportunities

Job summary

Constant Contact is seeking a Deskside Technician to join our IT End-User Support team in Waltham, MA. This on-site role focuses on delivering timely, effective end-user support to ensure employee productivity and smooth operations.

You'll handle Tier 1/2 incidents, manage devices with Intune/Jamf, assist with AV at events, and collaborate with remote sites to improve processes. 2+ years in deskside support and strong customer focus are required.

Qualifications

• 2+ years of experience providing deskside or end-user support in a corporate environment.
• Associate's degree in Computer Science, Information Technology, or related field, or equivalent experience.
• Proven ability to configure and troubleshoot PCs and Macs; experience with endpoint management.
• Customer-focused mindset with strong communication skills.
• Strong analytical and troubleshooting abilities; capable of identifying process gaps.
• Flexible, organized, and able to prioritize against SLAs.

Responsibilities

• Serve as primary point of contact for end-user support.
• Handle Tier 1/2 issues and escalate when necessary.
• Coordinate Audio Visual setup for events and All-Hands meetings.
• Provide on-site and remote assistance to employees.
• Manage devices and apps using MDM tools; maintain assets and updates.

Skills

Deskside support

Customer focus

Problem solving

Time management

Education

Associate's degree in CS/IT

Tools

Intune

Jamf

Google Workspace

Microsoft Entra

ServiceNow/Jira Service Management

Job description

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!

We have an opening for a highly committed and skilled Deskside Technician to join our IT End-User Support team. This role is key to ensuring our employees have the technical support they need to succeed by providing timely, effective solutions. If you have a strong foundation in IT support, a passion for service, and a proven ability to work independently, we want to hear from you.

This role is onsite, 5 days a week, at our Waltham, MA office (Winter Street). There will be occasional onsite support in our Boston office a few days a month.

What You'll Do:

As a Deskside Technician, you will be a primary point of contact for end-user support, focusing on delivering solutions that maintain organizational productivity. Your responsibilities will include:

Tier 1/2 Service Delivery

• Advanced Troubleshooting: Handle Tier 1 and escalated, complex Tier 2 technical issues and minimize escalation to Tier 3 (system/network administrators) through deep root-cause analysis.
• SLA & Queue Management: Manage your personal ticket queue effectively, prioritizing requests to consistently meet or exceed team SLAs while maintaining a laser focus on service excellence.
• Event and Meeting Ownership: Own and coordinate setup and troubleshooting for Audio Visual (A/V) and streaming needs during All-Hands meetings and other corporate events as required.
• Onsite & Remote Assistance: Provide both on-site and remote support to employees, ensuring a consistent and positive support experience for everyone.

Systems Management & Operations

• Endpoint Management & OS Support: Utilize modern endpoint management platforms (e.g., Intune, Jamf) to configure, secure, deploy, and troubleshoot PC and Mac computers (Windows & macOS).
• User Account Management: Create, maintain, and delete user accounts across various systems, with a focus on Active Directory environments.
• Device Lifecycle Management: Manage the disposal and tracking of hardware assets through IT Asset Management (ITAM) processes, and coordinate hardware procurement and tech refresh cycles.
• Operational Tasks: Independently execute essential support tasks including desktop builds and deployments, inventory control, software tracking, and maintaining system updates.

Collaboration & Process Improvement

• Knowledge Base Management: Proactively document troubleshooting steps, common resolutions, and system processes to build and improve our internal team knowledge base.
• Process Contribution: Help maintain, support, and develop team processes and strategies to improve operational efficiency.
• Team Partnership: Partner effectively with other IT members, including those in remote sites, to upscale highly complex issues and ensure clear communication.

Who You Are:

Required Qualifications

• Experience: 2+ years of experience providing deskside or end-user support in a corporate environment, demonstrating the ability to resolve complex Tier 2 issues independently.
• Education: Associate's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Technical Proficiency: Proven ability in PC and Mac configuration and troubleshooting, including hands-on experience with Endpoint Management/MDM platforms. Familiarity with Google Workspace and Microsoft Entra is a plus.
• Customer Focus: A strong customer and team-focused mentality with excellent interpersonal and communication skills.
• Problem-Solving: Strong analytical and troubleshooting skills with the ability to build rapport, elicit problem details from users, and identify process gaps.
• Time Management: Flexible work habits with strong organizational skills to prioritize both planned and unplanned customer needs against established SLAs.

Highly Desired Skills

• Certifications: Applicable certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.
• ITSM Tooling: Familiarity with an IT ServiceDesk incident management tool (e.g., ServiceNow, Jira Service Management).
• Networking Knowledge: Basic understanding of end-user network connectivity (TCP/IP, switch ports, cabling) and security principles.
• Asset Management (ITAM): Special consideration for candidates with IT asset management (ITAM) experience.

Why You'll Love Us:

• We celebrate one another's differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
• Join the experts. If you're passionate about supporting businesses and organizations, you won't find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
• You'll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
• A generous paid time off policy and a competitive benefits package that supports the health and well‑being of you and your family

The specific salary offered to a candidate may be influenced by a variety of factors including the candidate's experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.

Pay Transparency - All Full Time Employees

$50,880 — $63,600 USD

#LI-HK1

Vision6 Pty Limited is an affiliate of Constant Contact, Inc. and a part of the Constant Contact group of brands.

Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact [e-mail].

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.