End User Services Technician

Flow Global Technology; Needham (MA); On-site; USD 50,000 - 70,000; Full time

Job summary

Flow Global Technology is seeking an IT Support Specialist in Needham, MA to be the first point of contact for IT incidents and service requests. You will categorize and track tickets in Jira Service Management, troubleshoot connectivity and device performance, and manage account provisioning in Adaxes and Active Directory.

Responsibilities include mailbox and calendar permissions in Microsoft 365, software installation with elevated privileges, VPN configuration, and documenting resolutions in

Responsibilities

• Serve as the first point of contact for IT incidents and service requests, categorize, prioritize, and track tickets to SLA in Jira Service Management.
• Troubleshoot WiFi/network connectivity issues and diagnose computer performance problems (slow boot, high CPU/RAM, disk health).
• Create and manage user accounts in Adaxes; unlock accounts, reset Windows and macOS passwords, and enroll or reset MFA for devices.
• Troubleshoot mailbox issues in Microsoft 365 Admin Center; manage calendar permissions and distribution list membership.
• Install approved software and provide admin elevation for authorized applications; coordinate with the security team on non-standard requests.
• Manage the full associate lifecycle in Adaxes and Active Directory / Entra ID; configure VPN (Cisco AnyConnect / Zscaler) and Delinea privileged access; maintain an accurate offboarding log.
• Apply fast, accurate diagnosis — escalate to Tier 2 / Tier 3 when a fix is beyond Tier 1 scope; keep end users informed throughout and document resolution notes and SOPs in the IT knowledge base.

Job description

• Serve as the first point of contact for IT incidents and service requests; categorize, prioritize, and track tickets to SLA in Jira Service Management; follow process consistently and uphold ticket quality standards on every interaction
• Troubleshoot WiFi/network connectivity issues and diagnose computer performance problems (slow boot, high CPU/RAM, disk health)
• Create and manage user accounts in Adaxes; unlock accounts, reset Windows and macOS passwords, and enroll or reset MFA for new or replacement devices
• Troubleshoot mailbox issues (connectivity, missing mail, send-as permissions, quota errors), manage calendar permissions, and maintain distribution list membership via Microsoft 365 Admin Center
• Install approved software and provide admin elevation for authorized applications; coordinate with the security team on non-standard requests
• Manage the full associate lifecycle — onboarding, offboarding, and access changes — in Adaxes and Active Directory / Entra ID; configure VPN (Cisco AnyConnect / Zscaler) and Delinea privileged access; maintain an accurate offboarding log
• Apply fast, accurate diagnosis — escalate to Tier 2 / Tier 3 when a fix is beyond Tier 1 scope; keep end users informed throughout and document resolution notes and SOPs in the IT knowledge base