Desktop Support Technician

Open Systems Inc.; Boston (MA); On-site; USD 60,000 - 90,000; Full time

Job summary

Open Systems Inc. is seeking an experienced Level II on-site IT Support Technician to provide hands-on assistance for a manufacturing operation in Boston, MA.

You will be the primary local resource for end users, desktops, mobile devices, and site infrastructure initiatives. The role emphasizes strong troubleshooting, customer service, and the ability to work independently in a fast-paced manufacturing environment, with responsibilities spanning end-user support, device deployment, and

Qualifications

• 3+ years of desktop, deskside, or field support experience.
• Strong knowledge of Windows 10 and Windows 11.
• Experience supporting Microsoft Office and Microsoft 365 applications.
• Experience using ServiceNow or similar ticket management systems.
• Understanding of TCP/IP networking fundamentals.
• Experience supporting printers, peripherals, scanners, and mobile devices.
• Excellent customer service and communication skills.
• Ability to prioritize multiple tasks in a fast-paced manufacturing environment.

Responsibilities

• Deliver deskside support for hardware and software incidents affecting laptops, desktops, and workstations.
• Troubleshoot and resolve Windows operating system issues, application issues, and peripheral device problems.
• Provide VIP and executive support when required.
• Support Microsoft 365 applications and standard business productivity tools.
• Assist users with account access, device setup, and day-to-day technical issues.
• Image, configure, deploy, and replace desktops, laptops, tablets, and mobile devices.
• Perform hardware upgrades, break/fix repairs, and warranty coordination.
• Maintain accurate asset inventory and asset tracking records.
• Support patching and device compliance activities according to customer standards.
• Support printers, label printers, handheld scanners, RF devices, and related workplace technology.
• Troubleshoot manufacturing-related endpoint devices and local site technologies.
• Assist with lab systems, virtual machine environments, and OT support as directed.
• Perform technology setup and support for conference rooms and collaboration spaces.
• Provide onsite 'hands and feet' support for customer infrastructure and network teams.
• Assist with switch, wireless access point, UPS, and network hardware activities following customer procedures.
• Support cabling, rack, and equipment installation projects.
• Participate in site moves, adds, changes, and infrastructure upgrades.
• Coordinate with remote engineering teams during maintenance and project activities.
• Manage incidents and service requests through ServiceNow or approved ticketing tools.
• Meet service level expectations and maintain accurate ticket documentation.
• Communicate effectively with users, site leadership, and support teams.
• Identify trends and opportunities for process improvement.
• Maintain compliance with customer security, safety, and operational standards.

Skills

Deskside support

Customer service

Troubleshooting

Communication

Prioritization

Tools

ServiceNow

Microsoft 365

Windows 10/11

TCP/IP

Printers & peripherals

Job description

An experienced Level II Support Technician to provide on-site IT support services for a manufacturing customer in Boston, MA. The technician will serve as the primary local technical resource supporting end users, desktop systems, mobile devices, manufacturing-connected technology, printers, scanners, and site infrastructure initiatives. This position requires strong technical troubleshooting skills, a customer-focused mindset, and the ability to work independently within a manufacturing environment.

Primary Responsibilities

End User Support

• Deliver deskside support for hardware and software incidents affecting laptops, desktops, and workstations.
• Troubleshoot and resolve Windows operating system issues, application issues, and peripheral device problems.
• Provide VIP and executive support when required.
• Support Microsoft 365 applications and standard business productivity tools.
• Assist users with account access, device setup, and day-to-day technical issues.

Device Deployment & Lifecycle Services

• Image, configure, deploy, and replace desktops, laptops, tablets, and mobile devices.
• Perform hardware upgrades, break/fix repairs, and warranty coordination.
• Execute refresh, migration, and asset management activities.
• Maintain accurate asset inventory and asset tracking records.
• Support patching and device compliance activities according to customer standards.
• Support printers, label printers, handheld scanners, RF devices, and related workplace technology.
• Troubleshoot manufacturing-related endpoint devices and local site technologies.
• Assist with lab systems, virtual machine environments, and operational technology (OT) support as directed.
• Perform technology setup and support for conference rooms and collaboration spaces.

Infrastructure & Smart Hands Support

• Provide onsite "hands and feet" support for customer infrastructure and network teams.
• Assist with switch, wireless access point, UPS, and network hardware activities following customer procedures.
• Support cabling, rack, and equipment installation projects.
• Participate in site moves, adds, changes, and infrastructure upgrades.
• Coordinate with remote engineering teams during maintenance and project activities.

Operational Excellence

• Manage incidents and service requests through ServiceNow or approved ticketing tools.
• Meet service level expectations and maintain accurate ticket documentation.
• Communicate effectively with users, site leadership, and support teams.
• Identify trends and opportunities for process improvement.
• Maintain compliance with customer security, safety, and operational standards.

Required Qualifications

• 3+ years of desktop, deskside, or field support experience.
• Strong knowledge of Windows 10 and Windows 11.
• Experience supporting Microsoft Office and Microsoft 365 applications.
• Experience using ServiceNow or similar ticket management systems.
• Understanding of TCP/IP networking fundamentals.
• Experience supporting printers, peripherals, scanners, and mobile devices.
• Excellent customer service and communication skills.
• Ability to prioritize multiple tasks in a fast-paced manufacturing environment.

Preferred Qualifications

• Manufacturing or industrial environment experience.
• Knowledge of network switches, wireless infrastructure, and Smart Hands support activities.
• Familiarity with asset management and hardware lifecycle programs.
• Relevant technical certifications (CompTIA A+, Network+, Microsoft, or equivalent).

Physical Requirements

• Ability to lift up to 25 pounds independently and up to 50 pounds with assistance.
• Ability to stand, walk, bend, kneel, crawl, and move equipment throughout the facility as required.

Work Schedule

• 8 am - 5 pm Monday through Friday.
• Occasional after-hours support, maintenance activities, project work, and emergency response may be required.

Success Factors

• Strong troubleshooting and problem-solving skills.
• Ability to work independently with minimal supervision.
• Excellent customer service and communication abilities.
• Experience supporting users in manufacturing or industrial environments.
• Ability to balance end-user support, infrastructure activities, and project work while maintaining service levels.