IT Help Desk Specialist: Quick-Resolution Tech Support

Socket.dev; Hopkinton (MA); On-site; USD 76,000 - 96,000; Full time

Job summary

ITW Electronics Assembly Equipment (EAE) Division in Hopkinton, MA, seeks a technology-focused IT Support Specialist to troubleshoot hardware, software, networking and remote access, serving as the primary contact for staff. You will log incidents, track requests, and collaborate with internal teams and vendors to resolve issues.

The ideal candidate has 2–3 years of IT experience, an Associates degree in Computer Science or related field, and hands-on skills with Windows, Outlook, VPN, AD, and

Qualifications

• Associates degree in Computer Science or related field.
• 2-3 years' experience.
• Ability to independently resolve complex issues requiring detailed systems knowledge.
• Ability to work under pressure in a changing environment.
• Experience with Windows, Outlook, Remote Access (VPN/Wireless), Active Directory, MS Office, web-based applications, LAN/WAN.

Responsibilities

• Provide support to employees by maintaining knowledge of all applications to provide support when needed.
• Support network/hardware issues, including password resets and printer startup.
• Log incidents and service requests into the IT Help Desk system.
• Own, monitor, and communicate status on incidents from report to resolution.
• Assist with adding new users and local inventory management and hardware deployment.
• Communicate with internal & external customers to troubleshoot and resolve problems.
• Interact with escalation resources to resolve complex tech issues.
• Consult with vendors/team members to agree on the best approach.
• Acquire and maintain knowledge on newly purchased & existing software/hardware.
• Maintain knowledge articles for internal/external training and best practices.
• Assist with testing of new or upgraded PC software & hardware releases.

Skills

Windows OS

Outlook

Remote Access VPN

Active Directory

Office 365 / MS Office

Networking

Troubleshooting

IT Support

Education

Associates degree in Computer Science or related field

Tools

IT Help Desk software

Job description

ITW Electronics Assembly Equipment (EAE) Division in Hopkinton, MA, seeks a technology-focused IT Support Specialist to troubleshoot hardware, software, networking and remote access, serving as the primary contact for staff. You will log incidents, track requests, and collaborate with internal teams and vendors to resolve issues.

The ideal candidate has 2–3 years of IT experience, an Associates degree in Computer Science or related field, and hands-on skills with Windows, Outlook, VPN, AD, and