IT Support Engineer: Complex Troubleshooter & Trainer

Zoom Information, Inc.; Waltham (MA); On-site; USD 51,100 - 80,300; Full time

Job summary

Zoom Information, Inc. in Waltham, MA, is seeking a hands-on Help Desk specialist to handle complex inquiries, manage queues, and perform advanced troubleshooting for desktop, hardware, and web apps. You will train users, contribute to knowledge bases, and uphold ITIL practices while collaborating across departments.

This on-site role requires 2–3 years of experience and a degree in IT or equivalent. Join a dynamic team focused on delivering reliable IT support, education, and proactive issue

Qualifications

• Bachelor's degree in IT or equivalent experience preferred.
• Minimum 2-3 years of progressive technical support experience.
• Strong knowledge of Windows and MacOS environments, including Active Directory and Jamf basics.
• Proficiency in multiple remote support platforms and monitoring tools.
• Demonstrated ability to train users and create educational materials.
• Understanding of ITIL principles and service management practices.
• Excellent problem-solving skills with ability to analyze complex technical issues.
• Strong interpersonal skills for client relationship management.
• Relevant technical certifications preferred.

Responsibilities

• Handle complex help desk inquiries requiring analysis and adaptation of standard procedures.
• Manage multiple ticket queues efficiently, prioritizing based on business impact and SLA requirements.
• Perform advanced troubleshooting for desktop, hardware, and web application issues.
• Conduct comprehensive remote support sessions for multi-system technical problems.
• Develop and deliver client training on system usage and best practices.
• Contribute to knowledge base articles and process documentation improvements.
• Proactively identify system issues and coordinate appropriate response measures.
• Collaborate with other departments on technical projects and initiatives.
• Coverage for support roles during peak periods.
• Other duties as assigned. This job description is a summary of the role, not an exhaustive list of duties, and responsibilities may change at the Company’s discretion without notice.

Skills

Problem solving

Interpersonal skills

User training

ITIL knowledge

Training materials

Education

Bachelor's degree in IT or equivalent

Tools

Remote support platforms

Monitoring tools

Active Directory basics

Jamf basics

Job description

Zoom Information, Inc. in Waltham, MA, is seeking a hands-on Help Desk specialist to handle complex inquiries, manage queues, and perform advanced troubleshooting for desktop, hardware, and web apps. You will train users, contribute to knowledge bases, and uphold ITIL practices while collaborating across departments.

This on-site role requires 2–3 years of experience and a degree in IT or equivalent. Join a dynamic team focused on delivering reliable IT support, education, and proactive issue