End User Services Technician

Precision Technologies; Needham (MA); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Precision Technologies is seeking an IT Helpdesk Specialist to serve as the first line of support for our office and remote workforce. The role involves incident triage, account management in Adaxes and Entra ID, VPN configuration, and coordination with security for non-standard requests.

Qualified candidates have 5+ years in IT helpdesk, strong MS 365/Entra ID experience, and familiarity with ITSM tools like Jira Service Management.US work eligibility required.

Qualifications

• 5 years IT helpdesk or desktop support experience
• Experience in a Microsoft-heavy environment: Windows OS, Microsoft 365, Entra ID, Intune
• Familiarity with Intune, Windows Autopilot, and Jamf
• Working knowledge of Active Directory, Entra ID, and Microsoft 365 Admin Center
• Experience with Jira Service Management or equivalent ITSM
• Strong communication skills and a customer-first approach
• Must be eligible to work in the United States without sponsorship

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
• Create and manage user accounts in Adaxes; unlock accounts, reset passwords, MFA for devices
• Troubleshoot mailbox issues and manage calendar permissions in Microsoft 365 Admin Center
• Install approved software and provide admin elevation; coordinate with security for non-standard requests
• Manage associate lifecycle — onboarding, offboarding, access changes in Adaxes and Entra ID; configure VPN and privileged access
• Escalate to Tier 2/3 when needed; document resolution notes and SOPs in IT knowledge base

Skills

Customer-focused

Strong communication

Troubleshooting

Education

CompTIA A+ certification

Tools

Adaxes

Active Directory/Entra ID

Microsoft 365 Admin Center

Jira Service Management

TeamViewer

Jamf

VPN client

Zscaler

SentinelOne EDR

Rapid7

Intune

Windows Autopilot

Cisco AnyConnect

Job description

ABOUT THE ROLE

• This role serves as the first line of IT support, providing timely resolution of technology issues, provisioning hardware for new and existing associates, and ensuring a consistent, high-quality support experience across our office and remote workforce.

REPORTING STRUCTURE

Reports to: IT Manager, End User Services

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; 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

QUALIFICATIONS

Required

• 5 years of IT helpdesk or desktop support experience
• Experience working in a Microsoft-heavy environment: Windows OS, Microsoft 365 (Outlook, Teams, SharePoint), Entra ID, and Intune
• Familiarity with Microsoft Intune, Windows Autopilot, and Jamf
• Working knowledge of Active Directory, Entra ID, and Microsoft 365 Admin Center
• Experience with Jira Service Management or equivalent ITSM platform
• Strong communication skills and a customer-first approach
• Must be eligible to work in the United States without sponsorship

Preferred

• CompTIA A+ or equivalent certification
• Experience supporting a distributed or remote workforce
• Familiarity with endpoint security tooling (SentinelOne EDR, Rapid7 vulnerability management, Zscaler zero-trust network access)

TOOLS & PLATFORMS

Tool / Platform

How It’s Used in This Role

Adaxes

password resets, MFA resets, offboarding workflows, delegated permissions, and self-

service portal. Centralizes admin tasks with role-based access control and automated

compliance reporting.

Active Directory / Entra ID

Core identity platform for on-premises and cloud user management: account creation,

group membership, OU structure, and Conditional Access policy enforcement.

Microsoft 365 Admin Center

Administer mailboxes, shared mailboxes, distribution lists, calendar permissions, and

Microsoft 365 licenses.

Atlassian Suite (JSM &

Confluence)

Jira Service Management (JSM) — primary ITSM platform for ticket intake,

categorization, SLA tracking, escalation routing, and resolution documentation.

Confluence — IT knowledge base for SOPs, runbooks, and self-service articles.

TeamViewer

Remote desktop tool for live troubleshooting and support on Windows and macOS

policy enforcement, and remote wipe.

Jamf

Apple MDM platform for macOS/iOS device management, software deployment, and

Zero-touch Windows provisioning; automates Entra ID join and Intune enrollment at

first boot.

VPN client for secure remote connectivity; deployed and configured on endpoints.

Zscaler

Zero-trust network access (ZTNA) and cloud-based security platform; enforces web

filtering, data loss prevention, and secure internet access for all endpoints regardless

of location.

Privileged access management tool; used to request just-in-time admin elevation for

approved tasks.

SentinelOne EDR

Endpoint protection and detection; review alerts, assess endpoint health, and elevate

active threat events.

Rapid7

Vulnerability management; review scan results and track remediation status across the