IT Service Ops Technician: End-to-End Support & Onboarding

Boston Dynamics

Milton (MA)

On-site

USD 45,000 - 51,000

Full time

6 days ago

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Job summary

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

The role emphasizes user-centered service, knowledge-base improvements, onboarding of new hires, and collaboration within the IT team. Candidates should have 2+ years in IT help desk and be comfortable with on-site work in Massachusetts.

Qualifications

2+ years of experience in IT help desk or technical support roles.
Proficiency with Windows/macOS/Linux and Google Workspace; basic network troubleshooting.
Familiarity with ITSM platforms (ServiceNow, Freshservice, Jira) and ticket lifecycle management.
Ability to identify issue patterns and contribute to root-cause analysis.

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 and escalate with ownership of user communication.
Document incidents, resolutions, and follow-ups in the ITSM system.
Assist in account administration, permissions, hardware setup, and software installs.
Contribute to knowledge base and support documentation updates.
Onboard new hires by provisioning systems and configuring user accounts.
Identify patterns in recurring issues and suggest process or training improvements.
Support light system maintenance and inventory tasks; assist with purchasing when needed.