Information Technology Support Technician

Teceze; Burlington (MA); On-site; USD 30,000 - 47,000; Full time

Job summary

Teceze in Burlington, MA seeks a Deskside Support Engineer – Band 2 to provide hands-on desktop, laptop, and peripheral support at the 53 South Ave site. You'll troubleshoot, resolve end-user issues, and coordinate with service desk and vendors.

The role involves remote and on-site assistance, ITSM ticket updates, and participating in desktop infrastructure projects. Ideal candidates have Windows environments, AD, Exchange, and strong customer service skills.

Qualifications

• Deskside and desktop support experience.
• Strong troubleshooting across devices and peripherals.
• Familiarity with ITSM ticketing platforms.
• Experience with remote support tools.
• Excellent communication and customer service.

Responsibilities

• Install, configure, maintain, and troubleshoot desktops, laptops, printers, and peripherals.
• Respond to technical support requests from end users, service desk teams, and infrastructure teams.
• Diagnose and resolve hardware, software, connectivity, and application issues.
• Coordinate with vendors and internal teams to resolve technical problems.
• Perform system upgrades, desktop changes, and software rollouts as required.
• Maintain and update IT service tickets, track requests, and ensure timely resolution.
• Support incident management and participate in desktop infrastructure projects.
• Provide remote and phone-based technical support when needed.
• Ensure seamless connectivity with servers, email systems, applications, and other enterprise systems.
• Prepare weekly reports and follow IT support best practices.
• Act as the primary point of contact for customer-related technical support issues.

Skills

Deskside Support

Desktop Support

IT Helpdesk Support

Troubleshooting

Windows desktop

Server environments

Active Directory

Novell eDirectory

Lotus Notes

Microsoft Exchange

ITSM tools

Remote support tools

Tools

Remedy

HP Service Center

Peregrine Service Center

Bomgar

WebEx

Windows Remote Desktop

Job description

Job Title: Deskside Support Engineer – Band 2

Location: 53 South Ave, Burlington, MA 01803

Duration: 6 months

Job Description

• The Deskside Support Engineer will provide technical support for desktops, laptops, applications, printers, and other IT peripherals.
• The role involves troubleshooting technical issues, maintaining desktop environments, supporting end users, and coordinating with service desk teams and vendors to ensure timely resolution.

Key Responsibilities

• Install, configure, maintain, and troubleshoot desktops, laptops, printers, and peripherals.
• Respond to technical support requests from end users, service desk teams, and infrastructure teams.
• Diagnose and resolve hardware, software, connectivity, and application issues.
• Coordinate with vendors and internal teams to resolve technical problems.
• Perform system upgrades, desktop changes, and software rollouts as required.
• Maintain and update IT service tickets, track requests, and ensure timely resolution.
• Support incident management and participate in desktop infrastructure projects.
• Provide remote and phone-based technical support when needed.
• Ensure seamless connectivity with servers, email systems, applications, and other enterprise systems.
• Prepare weekly reports and follow IT support best practices.
• Act as the primary point of contact for customer-related technical support issues.

Technical Skills & Requirements

• Experience in Deskside Support, Desktop Support, or IT Helpdesk Support.
• Strong troubleshooting skills across desktops, laptops, printers, and audiovisual devices.
• Knowledge of Microsoft Windows desktop and server environments.
• Working knowledge of Active Directory, Novell eDirectory, Lotus Notes, and Microsoft Exchange.
• Experience with ITSM ticketing tools such as Remedy, HP Service Center, or Peregrine Service Center.
• Familiarity with remote support tools such as Bomgar, WebEx, and Windows Remote Desktop.
• Experience supporting remote sites, end users, and mobile devices.
• Strong communication, customer service, and problem-solving skills.