Hybrid IT Service Desk Technician – Exec & Onboarding Support

Socket.dev; Boston (MA); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Group medical, dental and vision

Employer-paid life and disability

Annual well-being stipend

401(k) with employer contribution

Job summary

Great Gray Group is seeking a Service Desk Technician to join our Technology team in a hybrid role based in Boston, MA. You will be the primary IT contact for employees, supporting hardware, software, and network issues, with on-call rotation and executive support responsibilities.

Responsibilities include onboarding new hires, assisting the Sales team with technical needs, and maintaining accurate ticket documentation. A 2+ year track record in IT support and strong communication are essential.

Qualifications

• 2+ years of experience in IT help desk or technical support.
• Strong knowledge of common business applications and operating systems.
• Excellent customer service and communication skills.
• Ability to explain technical concepts to non-technical users.
• Experience with ticketing systems and IT service management.
• Proven ability to prioritize tasks in a fast-paced environment.

Responsibilities

• Provide first-level IT support for hardware, software, and network issues.
• Troubleshoot and resolve technical problems in a timely manner.
• Maintain accurate documentation of support tickets and resolutions.
• Escalate complex issues to appropriate IT teams when necessary.
• Offer dedicated technical assistance to executive leadership and respond to requests.
• Support Sales teams with technical issues on-site and remotely.
• Coordinate onboarding and configure hardware/software for new hires.
• Develop onboarding documentation and checklists.
• Assist with IT policy implementation and general administration.

Skills

IT help desk

Customer service

Ticketing systems

Operating systems

Communication

Tools

ITSM tools

Job description

Great Gray Group is seeking a Service Desk Technician to join our Technology team in a hybrid role based in Boston, MA. You will be the primary IT contact for employees, supporting hardware, software, and network issues, with on-call rotation and executive support responsibilities.

Responsibilities include onboarding new hires, assisting the Sales team with technical needs, and maintaining accurate ticket documentation. A 2+ year track record in IT support and strong communication are essential.