IT Service & Ops Technician: Help Desk Pro

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

Job summary

Boston Dynamics in Waltham, MA, is seeking an IT Service Operations Technician to provide technical support for internal users, handling software, hardware, and network access with limited supervision.

Responsibilities include resolving IT requests via phone, email, chat, and ticketing; documenting incidents in ITSM; provisioning accounts; assisting onboarding; maintaining knowledge base; supporting AV systems; patching; inventory; and occasional travel.

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.

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 for Service Operations projects and other team projects as needed.

Skills

Windows/macOS/Linux

Google Workspace

Network troubleshooting

Active Directory

ITSM tools

Communication

On-site support

Education

Associate or Bachelor's degree in IT/CS or related

Equivalent work experience

Tools

ServiceNow

Freshservice

Jira

Job description

Boston Dynamics in Waltham, MA, is seeking an IT Service Operations Technician to provide technical support for internal users, handling software, hardware, and network access with limited supervision.

Responsibilities include resolving IT requests via phone, email, chat, and ticketing; documenting incidents in ITSM; provisioning accounts; assisting onboarding; maintaining knowledge base; supporting AV systems; patching; inventory; and occasional travel.