Hybrid IT Service Desk Technician | Onsite/Remote Support

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

Benefits offered by this job

401(k) plan

Well-being stipend

Medical, dental and vision insurance

Annual bonus eligibility

Job summary

Great Gray Group in Boston is seeking a Service Desk Technician to be the primary IT contact for employees, with a hybrid schedule 4 days onsite and 1 day remote from our Boston office. The role supports the Wilmington-based team and across the organization, including executives and sales staff, with on-call rotation outside regular hours.

Applicants should have 2+ years in IT help desk or technical support, strong customer service and communication skills, and experience with ticketing systems.

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.
• Ensure executive technology needs are anticipated and addressed.
• Maintain discretion when handling sensitive information.
• Support our Sales teams with technical issues both on-site and remotely in-the-field.
• Assist with technical aspects of sales presentations and demonstrations.
• Ensure sales tools and applications are functioning optimally.
• Provide just-in-time technical support during client meetings.
• Coordinate and execute technology onboarding for new employees.
• Prepare and configure hardware and software for new hires.
• Deliver initial training on company systems and tools.
• Create and maintain onboarding documentation and checklists.

Skills

IT help desk

Customer service

Ticketing systems

Communication skills

Problem solving

Education

CompTIA A+

HDI

ITIL Foundation

Tools

CRM systems

IT ticketing software

Job description

Great Gray Group in Boston is seeking a Service Desk Technician to be the primary IT contact for employees, with a hybrid schedule 4 days onsite and 1 day remote from our Boston office. The role supports the Wilmington-based team and across the organization, including executives and sales staff, with on-call rotation outside regular hours.

Applicants should have 2+ years in IT help desk or technical support, strong customer service and communication skills, and experience with ticketing systems.