Hybrid Desktop Support Specialist

MathWorks; Natick (MA); Hybrid; USD 55,000 - 75,000; Full time

Job summary

MathWorks offers a hybrid work model enabling staff to split time between the Natick office and home. The Desktop Support Technician will handle daily computing needs, providing help via phone, email, and intranet, and diagnosing issues at the user’s workstation.

Responsibilities include installing and troubleshooting desktops, laptops, and AV systems, supporting meetings, and ensuring ticket resolution within SLAs. A BS/BA in a related field and 2–3 years’ IT support are required.

Qualifications

• Bachelor's degree required.
• 2–3 years of IT support experience.
• Proficiency with Windows OS and Microsoft desktop software.
• Knowledge of networking principles and protocols.
• Customer-focused with strong problem-solving and communication skills.
• Unix/Linux, Mac, SharePoint, Webex, AV knowledge a plus.

Responsibilities

• Install, configure, and troubleshoot computer systems and applications including desktops, laptops, network equipment, operating systems, desktop software and enterprise applications
• Support online, on-premise, and off-site meetings and events
• Set up and manage conference room AV equipment, recording and broadcast systems, digital signage
• Resolve help tickets accurately and in a timely manner, adhering to SLAs
• Collaborate with team members and other IT groups to resolve complex issues
• Perform project work such as documenting solutions, developing guidelines, investigating persistent problems, and automating routine tasks

Skills

Customer focus

Problem solving

Communication

Team collaboration

Education

Bachelor's degree

BS/BA in Computer Science/Engineering/Info Systems

Tools

Windows OS

Microsoft ecosystem

Networking basics

AV/ conferencing tech

Job description

MathWorks offers a hybrid work model enabling staff to split time between the Natick office and home. The Desktop Support Technician will handle daily computing needs, providing help via phone, email, and intranet, and diagnosing issues at the user’s workstation.

Responsibilities include installing and troubleshooting desktops, laptops, and AV systems, supporting meetings, and ensuring ticket resolution within SLAs. A BS/BA in a related field and 2–3 years’ IT support are required.