IT Support Specialist

ViziRecruiter,LLC.; Waltham (MA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Paid time off, including Wellness and Volunteer days

401k plans and medical insurance

Free therapy visits and mental health support

Job summary

A leading tech solutions provider in Waltham is seeking a Help Desk Technician to provide advanced technical support and assistance in a cloud-first environment. Ideal candidates should have over three years of IT support experience with strong skills in Office 365 administration and Salesforce platform support. The position offers a competitive salary, supportive company culture, and opportunities for technical growth without any travel requirements.

Qualifications

• 3+ years of IT Help Desk or Desktop Support experience required.
• Proficiency with Microsoft 365 and Active Directory administration is essential.
• Strong software and hardware troubleshooting skills needed.

Responsibilities

• Act as an escalation point for advanced technical issues.
• Provide daily technical support for end users in-person and remotely.
• Manage and resolve support tickets using AWS/Azure-based systems.
• Administer Active Directory for user management and configuration.
• Create and update technical documentation for internal use.

Skills

Office 365 administration

Salesforce platform support

Software troubleshooting

Hardware troubleshooting

Technical communication

Communication skills

Tools

AWS

Azure

Active Directory

Ticketing systems

Job description

Introduction

Be part of the team that drives our company forward, transforming ideas into real‑world tools and platforms that support the business and spur innovation.

Overview

What We Do: We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are: Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us: You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance and other benefits are progressive and competitive. We value the importance of our employees’ emotional well‑being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

We’re looking for a skilled Help Desk Technician who can independently resolve more complex technical issues, support a cloud‑first environment. This role requires deep experience with Office 365 administration, Salesforce platform support, and delivering high‑quality service to end users in a virtual environment.

What’s in It for You:

• Competitive salary within a stable, full‑time role.
• Supportive, people‑first company culture with the feel of a small, collaborative local team.
• Significant exposure to advanced cloud platforms, including Office 365, Salesforce, Azure, AWS, and modern virtual support tools.
• Opportunities for deeper technical growth, cross‑training, and advancement within IT.
• No travel required: work is performed onsite during regular business hours for predictable work/life balance.

Responsibilities

• Act as an escalation point for technical issues requiring advanced troubleshooting, root‑cause analysis, or configuration work.
• Provide daily technical support for end users both in‑person and remotely, ensuring minimal downtime and quick problem resolution.
• Manage, investigate, and resolve support tickets using an AWS/Azure‑based ticketing system, ensuring accurate documentation and timely follow‑up.
• Handle advanced Office 365 administration, including user provisioning, license management, shared mailbox configuration, Teams/SharePoint support, and cross‑platform troubleshooting.
• Support and troubleshoot the Salesforce platform, including login issues, permission/set configuration issues, UI problems, and connectivity challenges in a virtual environment.
• Perform deeper hardware and software diagnostics across PCs, laptops, printers, and peripherals—identifying and resolving recurring issues and recommending long‑term fixes.
• Assist with virtual environment support, including remote desktop technologies, VPNs, cloud services, and user connectivity issues.
• Manage PC/laptop inventory, coordinate new device builds, imaging, deployment, and lifecycle management.
• Administer Active Directory (group policies, OU management, account adjustments, password resets, and permissions).
• Set up & configure new hardware/software for employees, ensuring compliance with security and configuration standards.
• Create and update technical documentation, internal knowledge base articles, and Tier 1 support guides.
• Collaborate with other IT team members to identify patterns, improve processes, and enhance the end‑user support experience.

Requirements

• 3+ years of IT Help Desk or Desktop Support experience in a similar environment.
• Proficiency with Microsoft 365 and Active Directory administration.
• Experience working with ticketing systems (AWS/Azure experience preferred).
• Strong software and hardware troubleshooting skills.
• Excellent communication skills—you can explain tech clearly to non‑technical users.
• A hands‑on, can‑do attitude—willing to crawl under a desk or lift up to 30 lbs. when needed.
• A commitment to reliability, responsiveness, and teamwork.