Information Technology Help Desk Technician

Dew Software; Boston (MA); On-site; USD 50,000 - 70,000; Full time

Job summary

Dew Software is seeking an IT Service Desk Technician for a long-term contract in Boston. The ideal candidate will provide technical support for Microsoft O365 applications and troubleshoot various IT issues, ensuring excellent customer service and communication.

This position requires a Bachelor's degree in Computer Science or equivalent experience, along with a willingness to work onsite during the 12 PM – 8 PM EST shift. Strong troubleshooting skills and teamwork are essential.

Skills

Microsoft O365 applications support

Troubleshooting hardware and software

Jira IT Service Management

Desktop/laptop deployment

Windows operating systems knowledge

Software installations and maintenance

Technical support via various channels

Customer service skills

IT asset inventory maintenance

Creating support documentation

End-user training

Analytical problem-solving

Ticket management

Team collaboration

Education

Bachelor’s degree in Computer Science or related field

Job description

IT Service Desk Technician

Duration: Long-term Contract

Mandatory Skills

• Strong experience supporting Microsoft O365 applications including Outlook, Teams, SharePoint, Word, and PowerPoint
• Hands‑on experience troubleshooting hardware, software, and basic network issues
• Experience with Jira IT Service Management (JSM) or similar ticketing systems
• Proficiency in desktop/laptop deployment, installation, configuration, and support
• Strong knowledge of Windows operating systems and end‑user support
• Experience performing software installations, upgrades, patches, and routine maintenance
• Ability to provide technical support via phone, email, and in‑person interactions
• Strong customer service and communication skills with the ability to support non‑technical users
• Experience maintaining IT asset inventory and documentation
• Ability to create and maintain support documentation and knowledge base articles
• Experience conducting end‑user training and IT awareness sessions
• Strong troubleshooting and analytical problem‑solving skills
• Ability to manage multiple tickets/tasks and prioritize workload effectively
• Collaborative team player with experience working with internal IT teams and external vendors
• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
• Willingness to work onsite in Boston Seaport office during 12 PM – 8 PM EST shift
• Ability to travel occasionally (3–4 times per year)