IT Support Technician (Helpdesk / Tier 1)

Boston IT Services Inc; Boston (MA); Hybrid; USD 52,000 - 68,000; Full time

Benefits offered by this job

Health insurance

Dental

401(k)

3 weeks PTO

Paid holidays

Job summary

Boston IT Services Inc. is hiring a helpdesk/MSP associate to support a diverse roster of clients from our Boston hub. You’ll triage tickets, onboard new hires, and manage device lifecycles across Windows and macOS environments.

You’ll work from our Boston coworking space with 1–2 onsite days weekly, handling on-site setups and remote sessions. A friendly, proactive communicator helps teams stay productive and secure.

Qualifications

• 1+ years of helpdesk, desktop support or MSP experience.
• Comfort supporting Windows and macOS users.
• Hands-on administration in Google Workspace or Microsoft 365.
• Friendly, patient manner on phone and in person; good follow-through.

Responsibilities

• Triage tickets and answer calls, Slack messages, and email.
• Onboard client employees: Google Workspace, Microsoft 365, JumpCloud, access groups.
• Handle offboarding: disable accounts, delegate mailboxes, return hardware.
• Build/refresh laptops: Jamf and Apple Business Manager; Autopilot enrollment.
• Manage device lifecycle: inventory, wipe/redeploy, ship to remote employees.
• Fix common issues: passwords, MFA, Outlook, Gmail, Slack, Zoom, printers.
• Coordinate warranty repairs and quotes with Dell/Lenovo/Apple.
• Collaborate with HR/on-site managers on start dates and equipment needs.
• Monitor security alerts and escalate to security team.
• Visit client offices for setups and office moves; document ticket notes.

Skills

Windows support

macOS support

Google Workspace

Microsoft 365

Customer service

Tools

Jamf

Intune

Autopilot

JumpCloud

Okta

1Password

Zendesk

ScreenConnect

Job description

Tired of resetting passwords for people you'll never meet? At BITS, you'll be the first call for our clients: biotech labs, manufacturers, fast-growing SaaS companies, architecture firms and nonprofits. You'll get their new hires running on day one, keep their laptops healthy, and become the person they ask for by name.

We're a close-knit Boston team of about 20 consultants and have been a trusted IT and cybersecurity partner for over two decades. We're proud of our client relationships, and we're good at what we do. You'll learn from senior engineers across networking, cloud and security, and we'll help you grow into whatever comes next.

What you'll do

• Work the support queue: triage tickets, answer phone calls and Slack messages, and resolve issues by phone, remote session or in person
• Run onboarding for client companies: accounts in Google Workspace, Microsoft 365 and JumpCloud, groups and distribution lists, app access, door access and welcome emails
• Handle offboarding: disabling accounts, delegating mailboxes and files, and getting hardware back
• Build and refresh laptops: enroll Macs in Jamf and Apple Business Manager, register Windows devices in Autopilot, install security tools like SentinelOne and Sophos, and make sure everything works before it ships
• Manage the device lifecycle: keep spare and loaner inventory organized, wipe and redeploy devices, ship laptops to remote employees and track return boxes
• Fix everyday problems: passwords and MFA, Outlook and Gmail, Slack and Zoom, printers and scanners, docks, monitors, headsets and webcams
• Coordinate warranty repairs with Dell, Lenovo and Apple, and request quotes for new devices and peripherals
• Partner with client HR and office managers on start dates, departures and equipment needs
• Spot suspicious emails and login alerts and escalates them to our security team
• Visit client offices for new-hire setups, desk-side fixes, conference rooms and office moves
• Keep clear ticket notes and documentation so anyone on the team can pick up where you left off

What the job looks like

Most days you'll work from our coworking space in Boston. Expect roughly [1 to 2] days a week onsite at client offices around Greater Boston, plus trips to our storage space and the shipping counter. [A car and valid driver's license are a plus], and mileage is reimbursed. There are occasional early starts or after-hours work around new-hire start dates and office moves. The work includes lifting laptops, monitors and boxes of gear.

You bring

• 1+ years in helpdesk, desktop support or MSP work (or equivalent, like school IT or retail tech support)
• Comfort supporting both Windows and macOS
• Hands-on user administration in Google Workspace or Microsoft 365
• A friendly, patient manner on the phone and in person, especially with frustrated or non-technical users
• Strong follow-through: you close the loop on every ticket

Nice to have

• Jamf, Intune or Autopilot
• JumpCloud, Okta or 1Password
• Ticketing and remote tools such as Zendesk and ScreenConnect
• Printer, AV and conference room troubleshooting (Zoom Rooms, Teams Rooms, Poly)
• CompTIA A+, Network+ or Security+

Why BITS

A real path to grow: you'll work alongside senior engineers on networking, cloud and security projects, with training to help you move up. Constant variety across dozens of clients, a modern tech stack and a team that genuinely enjoys working together. Benefits: health, dental 401(k), 3 weeks PTO, standard paid holidays.