Hybrid Help Desk Technician — IT Support (1-Year Contract)

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

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