IT Desktop Support

AccentCare, Inc.; Norwood (MA); Hybrid; USD 34,000 - 39,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Paid time off

401(k) matching

Professional development

Hybrid work model

Job summary

AccentCare, Inc. is seeking an End User Support-IT Field Services professional in the Norwood, MA area. Hybrid work is required, with travel across Massachusetts to branch locations and related sites.

You will provide Tier 1–2 support for executives, manage devices and productivity tools (Office 365, Teams, OneDrive), and coordinate with Tier 3 teams to resolve incidents. The role demands a strong service orientation, solid documentation skills, and the ability to communicate clearly with

Qualifications

• Bachelor’s degree in Information Technology or 2–4 years of technical support experience.
• ITIL v3 accreditation or equivalent certifications is preferred.
• Experience supporting Windows, Office 365, Teams, and mobile devices.

Responsibilities

• Provide Tier 1 & 2 support for executives and admins with a focus on discretion and minimal disruption.
• Manage executive laptops, tablets, smartphones, and peripherals with secure remote access.
• Triage and resolve escalated issues from the Help Desk and coordinate with Tier 3 teams.

Skills

ITIL knowledge

Customer service

Troubleshooting

Documentation

Communication

Education

Bachelor’s degree in Information Technology

ITIL v3 accreditation

MCSE / MCSA / A+ / Network+ certifications

Tools

Office 365

OneDrive

Teams

Windows 10/11

Intune / MDM

Active Directory

EntraID

ServiceNow

Job description

Overview

End User Support-IT Field Services

Location: Norwood, MA and surrounding areas.
Position: End User Support-IT Field Services

Remote/Virtual Position: Hybrid - Must be based in Norwood, MA area
Coverage Area: Travel throughout MA

Applicants must be legally authorized to work in the United States and must reside within the United States for the duration of their employment.

Salary:$25-$28.50 per hour, depending on experience
Schedule: Monday-Friday, 8 a.m.-5 p.m.

Position requires a valid drivers license and ability to travel via personal vehicle to branch locations

What You Need to Know

Reimagine Your Career in Corporate Healthcare

Caring for others is more than what you do — it’s who you are.At AccentCare, you’ll join a purpose-driven, collaborative culture that sets the standard for excellence and gives you the trust and tools to do your best work. You’ll belong to a team that cares deeply for patients and each other; a team committed to consistently providing exceptional care.

We’re proud to be named one of America's Greatest Workplaces 2025 by Newsweek — a reflection of our shared commitment to excellence, integrity and compassion as we shape the future of aging in place. When you thrive, so does the community of care we’re building together.

Be the Best End User Field Support Specialist You Can Be

If you meet these qualifications, we would love to meet you:

• Bachelor’s degree in Information Technology preferred or 2 – 4 years of technical support experience
• Certifications requested: IT Infrastructure Library (ITIL) v3 accreditation, Relevant and Current Operating Systems qualifications i.e. MCSA, MCSE, A+, Network+.
• Solid Understanding of:
• Microsoft Office Applications
• Office365, One-Drive
• Microsoft Teams
• Windows 10 OS, Windows 11 OS a plus
• Android OS, iOS
• Active Directory, EntraID
• Intune Auto-pilot,
• Networking (TCP/IP, WINS, DNS, DHCP)
• ITIL Service Management through Service Now
• Single Sign on concepts
• MDM Solutions
• Firm working knowledge of concepts, practices and procedures of systems support and ability to use in varied situations for Windows, Chrome, and mobile applications
• Intermediate ability to troubleshoot or diagnose problems and provide possible solutions
• Some project/process management skills
• Advance equipment operation skills – should be able to use all office equipment and train end users
• Exceptional written and verbal communication skills, combined with the ability to interact and effectively communicate with a diverse audience.
• Ability to document technical solutions for review by both technical teams and end users

Responsibilities

The End User Support Analyst will provide support to end users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems, and performing troubleshooting activities.

• Provide Tier 1 & 2 support for executives and their admins, including troubleshooting hardware, software, network related issues, mobile devices, and collaboration tools while delivering white-glove service with a focus on discretion, responsiveness, and minimal disruption.
• Manage and maintain executive laptops, tablets, smartphones, and peripherals, ensuring optimal configuration of productivity tools such as Office 365, Teams, OneDrive, and secure remote access.
• Triage and resolve escalated issues from the Help Desk.
• Coordinate with Tier 3 teams and field services to ensure timely resolution of executive-impacting incidents.
• Partner with other IT teams to support infrastructure projects, deployments, and executive office upgrades. Provide feedback on recurring issues and recommend improvements.

Our Investment in You

Caring for others starts with caring for you. We’re committed to fostering a purpose-driven workplace where you feel supported, and that means prioritizing your physical, financial and mental well-being.

Our benefits include

• Medical, dental and vision coverage
• Paid time off and paid holidays
• Professional development opportunities
• Company-matching 401(k)
• Flexible spending and health savings accounts
• Wellness offerings such as an employee assistance program, pet insurance and access to Calm, a meditation, sleep and relaxation app
• Programs to celebrate achievements, milestones and fellow employees
• Company store credit for your first AccentCare-branded scrubs for patient-facing employees
• And more!

Why AccentCare?

Come As You Are

At AccentCare, you’re part of a community that cares — for patients and each other. You can rest assured we offer equal employment opportunities regardless of race, ethnicity, sex, sexual orientation, gender identity, religion, national origin, age or disability.