IT Support Specialist

Vertex; Braintree (MA); On-site; USD 62,000 - 169,000; Full time

Benefits offered by this job

401(k) match

Health insurance

Dental plan

Life insurance

Disability coverage

Paid time off

Tuition reimbursement

Job summary

Vertex is seeking an IT Onboarding & Support Specialist to own end-user technology, provisioning, and on-site help desk operations. The role requires coordinating with HR and IT teams to ensure new hires are fully provisioned on day one and to deliver responsive deskside support.

The position is fully on-site, five days per week, with emphasis on Windows deployment, Microsoft 365, asset management, and security configurations. Strong communication and time-management skills are essential.

Qualifications

• Bachelor’s degree or advanced degree with related IT experience, or 5 years of work experience with no degree.
• Prior IT support, help desk, desktop support, or technical support role.
• Hands-on experience building, imaging, and deploying Windows computers and configuring user accounts.

Responsibilities

• Onboard new hires: create user accounts, configure email, permissions, software, and security groups.
• Provide deskside and on-site help desk support for hardware, software, network, printing, and account access issues.
• Define and improve IT help desk processes, document procedures, and track ticket metrics.
• Manage software licenses and IT assets lifecycle, including procurement and decommissioning.

Skills

IT support

Windows imaging

Microsoft 365

Networking

Printers

Hardware troubleshooting

Software licensing

Asset management

Communication

On-site support

Education

Bachelor’s degree in a related field

Advanced degree

5 years of related work experience (no degree)

Tools

PowerShell

Windows deployment tools

Microsoft Entra ID

Intune

Exchange Online

ITSM ticketing systems

Job description

Description

Company Description

The Vertex Companies, LLC (Vertex) is a $180M global consulting firm that integrates strategic advisory, project management, and dispute resolution services for organizations facing complex challenges in a world of risk. We embody our core values of embracing lifelong learning, operating with urgency, maximizing value, and driving collaboration to better outcomes for our clients, colleagues, and communities. Join us if you are looking for a career that offers you a chance to love what you do and deliver meaningful impact.

Job Description

Vertex is seeking an IT Onboarding & Support Specialist to serve as a hands-on owner of end-user technology and help desk operations. This role prepares user accounts, builds and deploys computers, and delivers responsive on-site technical support, while also helping to define, document, and continuously improve the IT help desk processes that keep the office running. This is a fast-paced role suited to an independent, customer service mindset, self-driven professional who communicates clearly, manages competing priorities, and consistently meets deadlines. This is a fully on-site position; the employee must be available to work from the office five days per week.

Core Responsibilities

Onboarding & Device Provisioning

• Create and configure user accounts for new hires, including email, applications, security groups, and required permissions.
• Build, image, and configure PCs, assembling, deploying, and standardizing laptops, desktops, monitors, mobile devices, and peripherals to company specifications.
• Install required software and confirm that every device meets company security and configuration standards.
• Coordinate with Human Resources, hiring managers, and other IT team members so new hires are fully provisioned and ready on their first day.
• Provide new employees with technology orientation and login assistance.

End-User & Help Desk Support

• Serve as a primary point of contact for end-user support, resolving hardware, software, network, printing, email, and account-access issues.
• Provide responsive deskside and on-site technical support to employees across the office.
• Manage password resets, account lockouts, multifactor authentication issues, and access requests.
• Escalate complex technical or security issues to the appropriate IT team member or vendor, and follow through to resolution.

Help Desk Process & Continuous Improvement

• Define, document, and maintain IT help desk processes, standard operating procedures, and ticket-handling workflows.
• Identify recurring issues and process gaps, and drive improvements that increase speed, consistency, and end-user satisfaction.
• Track and report on support activity, response times, and completed setups.

Asset, License & Procurement Management

• Manage the full lifecycle of software licenses — assignment, tracking, reclamation, renewals, and compliance.
• Maintain accurate inventory of computers, accessories, licenses, and other IT assets.
• Support IT procurement by sourcing, ordering, and receiving equipment and software, and coordinating with vendors.
• Assist with employee departures by disabling access and collecting company equipment.
• Assist with office technology projects and equipment installations as needed.

Qualifications & Competencies

• Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or 5 years of related work experience and no degree.
• Previous experience in an IT support, help desk, desktop support, or technical support role.
• Hands-on experience building, imaging, and deploying Windows computers, and configuring user accounts for employees.
• Working knowledge of Microsoft 365, networking, printers, computer hardware, and software troubleshooting.
• Experience managing software licenses and tracking IT assets.
• Strong written and verbal communication skills, with the ability to keep stakeholders informed and set clear expectations.
• Proven ability to work at a fast pace, manage multiple priorities, and consistently meet deadlines.
• Highly independent and self-driven, able to own tasks end to end with minimal supervision while collaborating across departments.
• Ability to follow, document, and improve procedures and maintain accurate records.
• Ability to handle confidential employee and company information appropriately.
• Must be able to work on-site five days per week.

Preferred Experience

• Microsoft Entra ID
• Microsoft Intune or another device-management platform
• Exchange Online and Microsoft 365 administration
• Help desk or ITSM ticketing systems
• IT asset- and license-management systems
• Multifactor authentication and identity-management tools
• Experience defining or improving help desk processes
• Basic PowerShell knowledge

Physical Requirements

• Ability to lift and move computer equipment weighing up to [25–50] pounds.
• Ability to work at employee desks, conference rooms, network closets, and other office locations as needed.
• Ability to connect, disconnect, transport, and install computers, monitors, and related equipment.

Additional Information

At Vertex, we invest in top talent with a highly competitive total compensation package that rewards performance and supports long-term success. Total compensation includes a base salary and a discretionary variable bonus program, depending on your level. Our comprehensive benefits package offers multiple healthcare and dental plan options, as well as company-paid Life Insurance, Short-Term Disability, and Long-Term Disability coverage—ensuring peace of mind for you and your family.

We offer a 401(k) plan with immediate matching and full vesting, empowering employees to build financial security from day one. Additional benefits include Flexible Spending Accounts, a robust Employee Assistance Program, and a suite of exclusive perks that enhance everyday life.

At The Vertex Companies, our salary ranges are intentionally designed to support meaningful career growth over time. These ranges allow employees to develop, expand their impact, and increase their earnings as they progress within their job level. A new hire’s starting compensation is determined by their experience, geographical location, scope of the role at the time of hire, and Company affordability. Our ranges are structured to reward growth and performance, ensuring there is room for advancement and long‑term opportunity.

The salary ranges for this role are as follows:

$62,000 - $169,000 USD annually (Geographical Tier A - Sample Locations: Irvine CA, Middlesex NJ, Tacoma WA, Boston, Alexandria)

$57,000 - $155,000 USD annually (Geographical Tier B - Sample Locations - Baltimore, Chicago, Anchorage, Portland)

Time away matters—so we provide a generous paid time off program, including vacation, sick time, and paid holidays (with prorated options for eligible part‑time employees).

At Vertex, growth never stops. Our signature “Lifetime of Learning” program offers tuition reimbursement and personalized support for employees pursuing advanced education—helping you sharpen your skills and accelerate your career.