Global IT Service Desk Engineer — Hybrid, End-User Support

Archer; Boston (MA); Hybrid; USD 62,000 - 103,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Disability and life insurance

401(k) with company match

Commuter benefits

Paid time off and holidays

Learning and development

Hybrid working model

Office space

Job summary

Simply Business in Boston, MA seeks a dynamic IT Service Desk professional to deliver uncomplicated, reliable support across the organization. You’ll work within a Cloud/SaaS infrastructure, ensuring systems run smoothly and users stay productive.

You will join a team led by the Global Service Desk Lead, collaborating across teams in the US and UK to provide timely, high-quality IT assistance. Hybrid work options and a comprehensive benefits package are included.

Qualifications

• Experience in or strong passion for 1st line service desk / desktop support.
• Hands-on desktop support experience with a structured approach to troubleshooting.
• Willingness to contribute to positive cultural and process improvements.
• Familiarity with IT Service Management (ITSM) practices, ticket management, and service request fulfilment.

Responsibilities

• Act as the first point of contact for all IT questions and incidents during core business hours.
• Provide hands-on and remote IT troubleshooting for employees across the UK and US.
• Log, categorize, acknowledge, and resolve incidents and requests per ITSM processes.
• Manage Joiners, Movers, and Leavers (JML), including identity and access management.
• Support AV/Facilities equipment and escalate complex issues when needed.
• Maintain stock levels and perform routine IT administration tasks.

Skills

1st line support

Desktop support

ITSM practices

Troubleshooting

Tools

IT ticketing systems

Job description

Simply Business in Boston, MA seeks a dynamic IT Service Desk professional to deliver uncomplicated, reliable support across the organization. You’ll work within a Cloud/SaaS infrastructure, ensuring systems run smoothly and users stay productive.

You will join a team led by the Global Service Desk Lead, collaborating across teams in the US and UK to provide timely, high-quality IT assistance. Hybrid work options and a comprehensive benefits package are included.