Hybrid IT Service Desk Technician - Exec & Sales Support

Great Gray Group.; Boston (MA); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance

Dental & Vision

Life & Disability Insurance

Well-being Stipend

401(k) Plan

Hybrid Work

Job summary

Great Gray Group in Boston, MA is seeking a Service Desk Technician to join the Technology team. The role primarily supports employees in the Wilmington office and remotely across the organization, with a hybrid arrangement of four days onsite and one day remote.

An on-call weekly rotation is part of the schedule. Responsibilities include first-level IT support, executive assistance, and onboarding for new hires, plus collaboration with Sales and IT teams to ensure tools run smoothly.

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.
• Prioritize and respond promptly to executive requests.
• Coordinate and execute technology onboarding for new employees.
• Deliver initial training on company systems and tools.

Skills

IT Support

Customer Service

Ticketing Systems

Communication

Prioritization

Technical Troubleshooting

Education

CompTIA A+

HDI Certification

ITIL Foundation

Tools

CRM Systems

Job description

Great Gray Group in Boston, MA is seeking a Service Desk Technician to join the Technology team. The role primarily supports employees in the Wilmington office and remotely across the organization, with a hybrid arrangement of four days onsite and one day remote.

An on-call weekly rotation is part of the schedule. Responsibilities include first-level IT support, executive assistance, and onboarding for new hires, plus collaboration with Sales and IT teams to ensure tools run smoothly.