IT Service Operations Technician

Boston Dynamics, Inc.; Waltham (MA); On-site; USD 45,000 - 51,000; Full time

Job summary

Boston Dynamics, Inc. is seeking an IT Service Operations Technician to provide technical support for internal users, handling a mix of routine and moderately complex IT issues across software, hardware, and network access.

You will contribute to improving support procedures, document incidents, and assist in onboarding new hires with system provisioning and orientation.

Qualifications

• Associate or Bachelor's in IT, CS, or related field, or equivalent experience.
• Typically 2+ years in IT help desk or technical support.
• Proficiency in Windows/macOS/Linux, Google Workspace, and basic network troubleshooting.
• Working knowledge of Active Directory, remote support tools, and enterprise systems.
• Familiarity with ITSM platforms (ServiceNow, Freshservice, Jira).
• Ability to recognize issue patterns and contribute to root cause identification.
• Strong verbal and written communication with a customer-first mindset.

Responsibilities

• Respond to IT support requests via phone, email, chat, and ticketing system for desktops, laptops, mobile devices, apps, and network access.
• Troubleshoot moderately complex issues, escalate when needed while owning user communication.
• Document incidents, resolutions, and follow-ups in ITSM system.
• Assist in account administration, permissions, hardware setup, and software installs.
• Contribute to knowledge base articles and support documentation.
• Onboard new hires by provisioning systems and configuring user accounts.
• Identify recurring issues and suggest process/tool improvements.
• Support minor maintenance tasks like patch deployments and inventory management.
• Handle purchasing of equipment, systems, peripherals, and software licenses.
• Participate in Service Operations projects and related team initiatives.

Skills

Windows/macOS/Linux

Google Workspace

Network troubleshooting

Active Directory

Remote support tools

ITSM platforms

Root cause analysis

Customer communication

Education

Associate or Bachelor’s degree in IT or related field

Tools

ServiceNow

Freshservice

Jira

Active Directory

Job description

As an IT Service Operations Technician you will be responsible for providing technical support and problem resolution for internal users. In this role you will handle a mix of routine and moderately complex IT issues involving software, hardware, and network access.

How you will make an impact

The specialist works with limited supervision, contributing to improving support procedures, and collaborates with team members to ensure a consistent, user-centered support experience.

You will:

• Respond to and resolve a range of IT support requests via phone, email, chat, and ticketing system for desktops, laptops, mobile devices, applications, and network connectivity.
• Troubleshoot moderately complex technical issues, escalating when necessary while retaining ownership of user communication.
• Accurately document all incidents, resolutions, and follow-ups in the IT service management (ITSM) system.
• Assist in account administration, permission requests, hardware setup, and software installations.
• Contribute to the maintenance and improvement of knowledge base articles and support documentation.
• Participate in onboarding of new hires by provisioning systems, configuring user accounts, and delivering technical orientation.
• Identify patterns in recurring issues and suggest changes to improve tools, processes, or user training.
• Support minor system maintenance tasks, such as patch deployments, peripheral setup, and basic inventory management.
• Handle purchasing as needed, of equipment, systems, peripherals, and software licenses.
• Participate in project work, both for Service Operations projects and as a supporting member of other team projects where needed.

You bring:

• Associate or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• Typically 2+ years of experience in IT help desk or technical support roles.
• Proficiency in Windows/macOS/Linux operating systems, Google Workspace, and basic network troubleshooting (e.g., Wi‑Fi, VPN, printers).
• Working knowledge of Active Directory, remote support tools, and common enterprise systems.
• Familiarity with ITSM platforms (e.g., ServiceNow, Freshservice, Jira) and standard ticket lifecycle management.
• Ability to recognize issue patterns and contribute to root cause identification.
• Effective verbal and written communication skills, with a customer‑first mindset.
• Capable of working with moderate supervision and making decisions within established parameters.
• Experience managing and troubleshooting conference room audio‑visual (AV) systems for seamless meeting experiences.
• Industry‑recognized certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate are preferred.
• Occasional off‑hours or weekend work may be required to support critical system maintenance or address urgent issues.
• Local travel may be required.
• May be required to lift up to 50lbs.
• We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas for this position.
• The salary range for this position will be clearly stated in the job posting as required by Massachusetts law.
• The base pay range for this position is between $33-37/hr. Base pay will depend on multiple individualized factors including, but not limited to internal equity, job related knowledge, skills and experience. This range represents a good faith estimate of compensation at the time of posting.
• We are growing rapidly, building a commercial company that delivers cutting edge technology and solutions to our customers from industrial applications to logistics and warehouse solutions.