IT Help Desk Analyst — On-Site & Remote Support Specialist

Vmc Group; Stoughton (MA); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health, dental and vision insurance

401K with company match

Life Insurance

Flexible Spending Accounts

Generous time off

Job summary

Vmc Group in Stoughton, MA is seeking a Help Desk Support Analyst to provide on-site IT support for Windows and Mac systems, Microsoft 365, and Epicor ERP at company locations. You will support engineering applications like AutoCAD/SolidWorks and handle warehouse devices and printers.

The role requires triaging tickets via Freshservice, maintaining asset records, and ensuring security-compliant configurations. Occasional travel to other sites is expected.

Qualifications

• 2+ years in a Help Desk, Desktop Support, or IT Support role.
• Strong working knowledge of Windows and macOS operating systems.
• Experience supporting enterprise applications and peripherals.
• Familiarity with help desk ticketing systems (Freshservice experience preferred).
• Strong customer service mindset with excellent verbal and written communication skills.

Responsibilities

• Provide Tier 1 / Tier 2 technical support for Windows and Mac laptops and desktop systems.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and related productivity tools.
• Install, configure, and support Epicor ERP for end users, escalating functional or system issues as appropriate.
• Support engineering applications including AutoCAD, SolidWorks, and related engineering software tools.
• Configure and support Android handheld devices used in warehouse operations.
• Support warehouse PC systems, peripherals, and label/production printing environments.
• Install, configure, and troubleshoot network printers and multifunction devices.
• Diagnose and resolve Wi-Fi and connectivity issues for user devices.
• Support Logitech conference room equipment, including cameras, microphones, and room PCs.
• Support Teams-based telephone systems and conference calling solutions.
• Provide on-site support for internal meetings, events, and executive presentations as required.
• Set up, configure, and maintain mobile devices in alignment with company standards.
• Assist with device provisioning, replacements, upgrades, and decommissioning.
• Ensure devices are configured according to security and IT policy standards.
• Respond to, document, and triage help desk tickets using Freshservice, ensuring timely resolution and proper escalation.
• Follow established SLAs and prioritize requests based on business impact.
• Maintain accurate ticket notes, resolutions, and asset records.
• Identify recurring issues and assist with continuous improvement of support processes and documentation.
• Provide on-site travel to NJ locations as needed and travel to other company sites periodically for deployments or upgrades.

Skills

Customer service

Communication

Documentation

Troubleshooting

Independent work

Team collaboration

Tools

Windows

macOS

Microsoft 365

Freshservice

Job description

Vmc Group in Stoughton, MA is seeking a Help Desk Support Analyst to provide on-site IT support for Windows and Mac systems, Microsoft 365, and Epicor ERP at company locations. You will support engineering applications like AutoCAD/SolidWorks and handle warehouse devices and printers.

The role requires triaging tickets via Freshservice, maintaining asset records, and ensuring security-compliant configurations. Occasional travel to other sites is expected.