Help Desk Technician

The Midtown Group; Bedford (MA); Hybride; USD 28 000 - 40 000; Plein temps

Résumé du poste

The Midtown Group is seeking Help Desk Technicians to join a growing Enterprise Service Desk team in Bedford, MA. This 1-year contract role offers extension or potential hire and a hybrid schedule with two onsite days.

You will diagnose and resolve Windows, Mac, VPN, and peripheral issues, serving as the first point of contact for employees in a fast-paced enterprise environment. Training lasts 5–6 weeks with shadowing from a Subject Matter Expert, and core hours run 8:00 AM–5:00 PM, with a 7:00

Qualifications

• 1+ year of technical Help Desk or Service Desk experience in a corporate or enterprise environment.
• Strong hands-on troubleshooting experience with Windows and Microsoft Office applications.
• Experience supporting Mac users is highly preferred.
• Familiarity with VPN, remote-access tools, mobile devices, and hardware/peripheral troubleshooting.
• Strong ticket documentation and incident-management habits.
• Excellent verbal communication and customer service skills.
• Comfortable handling a high volume of phone-based technical support.
• Energetic, professional, and able to remain composed in a fast-paced environment.
• Strong problem-solving skills with the ability to think beyond a scripted response.
• High School Diploma or equivalent required.

Responsabilités

• Provide front-line technical support to employees in a high-volume enterprise environment.
• Handle approximately 25–30 inbound support calls per day.
• Diagnose and troubleshoot hardware, software, connectivity, and access issues.
• Support Windows 10, Mac OS/OSX, Microsoft Office/Outlook, VPN, mobile devices, hardware, and peripherals.
• Troubleshoot LAN, remote-access, and corporate system issues.
• Accurately document incidents, troubleshooting steps, and resolutions within the ticketing system.
• Follow established procedures for ticket routing, escalation, notification, and resolution.
• Guide users through technical issues with patience, professionalism, and clear communication.
• Collaborate with other Service Desk and IT team members to resolve issues and improve processes.

Connaissances

Help desk experience

Windows troubleshooting

Mac support

VPN / Remote access

Ticketing documentation

Customer service

Phone-based support

Formation

High School Diploma or equivalent

Outils

Ticketing system

Description du poste

$25/hour | 1-Year Contract | Potential for Extension or Hire

Are you an energetic IT support professional who thrives in a fast-paced environment and genuinely enjoys helping people solve technical problems?

We are seeking Help Desk Technicians to join a growing Enterprise Service Desk team in Bedford, MA. This is an excellent opportunity for someone with corporate help desk experience who wants to continue building their technical skills within a large, highly professional enterprise environment.

This is not a scripted call center role. You will serve as the first point of contact for employees, actively diagnosing, troubleshooting, and resolving technical issues across multiple systems and platforms.

What You’ll Do

• Provide front-line technical support to employees in a high-volume enterprise environment
• Handle approximately 25–30 inbound support calls per day
• Diagnose and troubleshoot hardware, software, connectivity, and access issues
• Support Windows 10, Mac OS/OSX, Microsoft Office/Outlook, VPN, mobile devices, hardware, and peripherals
• Troubleshoot LAN, remote-access, and corporate system issues
• Accurately document incidents, troubleshooting steps, and resolutions within the ticketing system
• Follow established procedures for ticket routing, escalation, notification, and resolution
• Guide users through technical issues with patience, professionalism, and clear communication
• Collaborate with other Service Desk and IT team members to resolve issues and improve processes

What We’re Looking For

• 1+ year of technical Help Desk or Service Desk experience in a corporate or enterprise environment
• Strong hands‑on troubleshooting experience with Windows and Microsoft Office applications
• Experience supporting Mac users is highly preferred
• Familiarity with VPN, remote-access tools, mobile devices, and hardware/peripheral troubleshooting
• Strong ticket documentation and incident-management habits
• Excellent verbal communication and customer service skills
• Comfortable handling a high volume of phone-based technical support
• Energetic, professional, and able to remain composed in a fast‑paced environment
• Strong problem-solving skills with the ability to think beyond a scripted response
• High School Diploma or equivalent required

Preferred Qualifications

• CompTIA A+
• HDI Certification
• ITIL Certification
• Experience working within an SLA‑driven, regulated, or highly structured enterprise IT environment

Schedule & Training

This position is hybrid with 2 days per week onsite in Bedford, MA.

Hours fall between 7:00 AM–6:00 PM Monday through Friday, with core business hours of 8:00 AM–5:00 PM.

New team members will receive approximately 5–6 weeks of hands‑on training and shadowing with a Subject Matter Expert, including client processes, ticketing procedures, email and portal support, enterprise tools, and escalation protocols.

Why This Opportunity?

This is a 1-year contract with strong potential for extension or permanent hire. It is an excellent opportunity to gain experience supporting a sophisticated enterprise environment while expanding your exposure to multiple operating systems, networks, remote-access technologies, and IT support processes.

If you are energetic, technically sharp, confident on the phone, and ready to grow your IT support career, we want to hear from you.