IT Service Operations Technician - User-First Support

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

Job summary

Boston Dynamics is seeking an IT Service Operations Technician to provide technical support for internal users across desktops, laptops, mobile devices, apps, and network access. You will resolve a range of issues, document incidents, assist with account administration, and contribute to knowledge base updates.

You will participate in onboarding, monitor and maintain systems, support AV in conference rooms, and assist with purchasing and project work. Some weekend work may be required.

Qualifications

• 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 (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.

Responsibilities

• 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.

Skills

Windows

macOS

Linux

Customer-focused communication

Education

Associate degree in IT

Bachelor's degree in IT or related field

Tools

ServiceNow

Freshservice

Jira

Google Workspace

Remote support tools

Job description

Boston Dynamics is seeking an IT Service Operations Technician to provide technical support for internal users across desktops, laptops, mobile devices, apps, and network access. You will resolve a range of issues, document incidents, assist with account administration, and contribute to knowledge base updates.

You will participate in onboarding, monitor and maintain systems, support AV in conference rooms, and assist with purchasing and project work. Some weekend work may be required.