Help Desk Technician (Level 1/2)

Bostonmit

Waltham (MA)

Hybrid

USD 50,000 - 70,000

Full time

14 days+

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Benefits offered by this job

Competitive salary + bonus

Paid certifications and training

Unlimited PTO with approval

Hybrid flexibility

Job summary

A managed IT services provider is seeking a Help Desk Technician in Waltham, Massachusetts. You'll handle help desk tickets, provide IT support, and foster relationships with clients. The ideal candidate has 1-3 years of experience in IT support, familiarity with Windows 11 and Microsoft 365, and strong communication skills. This role offers a competitive salary, annual bonuses, and flexibility with hybrid working options. Join a collaborative team that values your growth and invests in your professional development.

Qualifications

1–3 years of IT support or help desk experience.
Familiarity with Windows 11 and Microsoft 365.
Certifications like CompTIA A+, Network+ preferred.

Responsibilities

Respond to and resolve help desk tickets.
Triage and escalate issues to Level 3 engineers.
Perform onboarding and offboarding tasks.

Skills

IT support experience

Windows 11 knowledge

Microsoft 365

Active Directory familiarity

Basic networking skills

Communication skills

Education

CompTIA A+ certification

Network+ certification

Microsoft certifications

Tools

ConnectWise

Autotask

RMM tools

Job description

Waltham, United States | Posted on 03/03/2026

City Waltham
State/Province Massachusetts
Country United States

About Us

Boston Managed IT (BMIT) is a Managed Security Services Provider (MSSP) based in Waltham, Massachusetts. We serve small to mid-sized businesses that prioritize security, uptime, and performance. From day one, our mission has been clear:

“To anchor businesses in innovation and security—while building a high-performing, people-powered team.”

We manage the entire technology stack—from desktops and networks to cloud platforms and advanced cybersecurity. What sets us apart is not just our technical expertise, but the people-first approach that drives everything we do.

Job Description

About Us Boston Managed IT is a fast-growing MSP serving businesses across Greater Boston. We support clients in healthcare, finance, legal, and professional services — keeping their technology running so they can focus on what they do best. We're expanding our team and looking for sharp, client-focused technicians who want to grow with us.

The Role As a Help Desk Technician, you'll be the first point of contact for our clients' IT needs. You'll resolve issues quickly, communicate clearly, and elevate intelligently — all while building relationships that keep clients confident in our service.

What You'll Do

Respond to and resolve help desk tickets via phone, email, and chat (hardware, software, networking, M365)
Triage and elevate complex issues to Level 3 engineers when needed
Perform onboarding/offboarding tasks: account setup, device provisioning, access management
Document all incidents and resolutions in our ticketing system (ConnectWise / Autotask)
Support clients on-site when needed across the Greater Boston area
Monitor alerts and assist with proactive maintenance tasks

Requirements

What We're Looking For

1–3 years of IT support or help desk experience (MSP experience a strong plus)
Working knowledge of Windows 11, Microsoft 365, Active Directory, and basic networking (DNS, DHCP, TCP/IP)
CompTIA A+, Network+, or Microsoft certifications preferred
Strong communication skills — you'll be client-facing daily
Ability to manage multiple tickets simultaneously without dropping the ball
Valid driver's license (on-site visits required)

Nice to Have