End-User IT Support Specialist

Wolf & Company

Boston (MA)

Hybrid

USD 55,000 - 65,000

Full time

14 days+

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Benefits offered by this job

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401(k) savings

Flexible work

Job summary

Wolf & Company, P.C. is seeking a motivated Service Desk Technician to join our Information Services team in Boston.

You will provide first-line technical support, troubleshoot hardware and software issues, and assist with device deployments using Microsoft Intune and Windows Autopilot. Ideal candidates have 0-2 years of help desk experience, strong customer service skills, and familiarity with Microsoft 365 and Entra ID.

Qualifications

0-2 years of experience in a Help Desk, Service Desk, Desktop Support, or similar IT support role.
Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or equivalent work experience.
Experience supporting Windows operating systems and Microsoft Office applications.
Basic understanding of Microsoft 365 administration and troubleshooting.
Experience using ticketing systems to manage incidents and service requests.
Familiarity with Active Directory and/or Microsoft Entra ID user administration.
Strong troubleshooting, analytical, and problem-solving skills.
Excellent verbal and written communication skills.
Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
Strong customer service orientation with a focus on professionalism and responsiveness.

Responsibilities

Utilize approved AI tools such as Microsoft Copilot and other AI-assisted technologies to improve troubleshooting, knowledge discovery, documentation, communication, and service request fulfillment while adhering to firm security and AI usage guidelines.
Delivers excellent customer service and maintains high end-user satisfaction.
Consistently meets service desk response and resolution expectations.
Demonstrates the ability to troubleshoot and resolve common issues independently.
Continuously develops technical skills and contributes to team knowledge sharing.
Supports Wolf's commitment to secure, reliable, and efficient technology services.
Serve as the first point of contact for end-user technical support requests received through SysAid, ServiceNow, email, and phone.
Diagnose and resolve hardware, software, account access, printing, network connectivity, and mobile device issues.
Provision, deploy, and support Windows laptops utilizing Microsoft Intune and Windows Autopilot.
Create, manage, and troubleshoot user accounts, group memberships, and permissions within Microsoft Entra ID and Active Directory.
Support Microsoft 365 applications including Outlook, Teams, Word, Excel, PowerPoint, OneDrive, and SharePoint.
Assist with onboarding and offboarding activities, including account setup, device preparation, software provisioning, and access management.
Support conference room technologies including Microsoft Teams Rooms, audiovisual equipment, and meeting collaboration platforms.
Utilize IT service management and remote support tools to resolve incidents and service requests.
Assist with endpoint security technologies including CrowdStrike, Mimecast, CyberArk, and Arctic Wolf.
Escalate complex technical issues to senior help desk lead, infrastructure teams, vendors, or external service providers as appropriate.
Maintain accurate asset inventory records and assist with lifecycle management activities.
Create and update technical documentation, knowledge base articles, standard operating procedures, and user guides.
Participate in projects related to endpoint management, security improvements, process optimization, and technology rollouts