Onsite IT Support Technician – End-User & AV

VDart Inc; Cambridge (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

VDart Inc. in Cambridge, MA is seeking an IT Site Support technician to provide on-site and remote end-user support for Windows and macOS systems, collaboration tools, and AV equipment.

You will manage devices, imaging, deployments, and assets while supporting executive meetings and live events with MS 365 services. The role involves collaborating with regional IT teams, handling incidents in ServiceNow, and contributing to security and process compliance.

Qualifications

• Bachelor's degree or related field, or an equivalent combination of industry experience, technical certifications, and relevant coursework.
• 3+ years of desktop support, site support, end-user computing, or field services.
• Strong knowledge of Windows 10 and Windows 11 operating systems, including installation, configuration, and troubleshooting.
• Ability to independently use logical troubleshooting methods to identify root cause and resolve technical issues.
• Demonstrated customer service skills and a genuine commitment to helping users solve problems.
• Experience using ServiceNow or a comparable IT service-management and ticketing platform.
• Working knowledge of TCP/IP, DHCP, DNS, VPN, and LAN/WAN concepts.
• Experience with network cabling, labeling, patching, and cable-management best practices.
• Hands-on experience imaging, deploying, refreshing, and supporting laptop and desktop computers.
• Working knowledge of macOS and iOS support.
• Clear verbal and written communication skills, including the ability to explain technical issues to non-technical users.
• Ability to organize work, prioritize incidents by impact and urgency, and manage multiple requests in a fast-paced environment.

Responsibilities

• Deliver professional, responsive, and customer-focused technical support to end users.
• Provide on-site and remote support for Windows and Mac computers, mobile devices, peripherals, and approved business applications.
• Troubleshoot hardware, software, operating system, printing, VPN, wireless, and network-connectivity issues.
• Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and Office applications.
• Install, configure, deploy, maintain, and replace laptops, desktops, monitors, docking stations, printers, and related accessories.
• Perform device imaging, deployment, refresh, data migration, validation, and retirement activities in accordance with established procedures.
• Manage IT assets through receiving, inventory tracking, record updates, audits, lifecycle activities, and secure disposition coordination.
• Support conference-room and collaboration technologies, including Microsoft Teams Rooms, Zoom Rooms, Crestron systems, displays, cameras, microphones, and related AV equipment.
• Provide technical support for executive meetings, town halls, training sessions, and live events; remain available to resolve issues during critical sessions.
• Conduct proactive meeting-room checks and address issues affecting room readiness and user experience.
• Assist with technology moves, adds, and changes, including workstation setups and office relocations.
• Support employee onboarding and offboarding activities, including equipment preparation, deployment, collection, and account-related coordination.
• Create, update, route, and close incidents and service requests in ServiceNow with accurate troubleshooting notes and resolution details.
• Document recurring issues, solutions, support procedures, and equipment maintenance activities.
• Collaborate with senior technicians and network, infrastructure, security, application, and vendor support teams to resolve complex issues.
• Follow company security, safety, data-protection, and IT service-management requirements.
• Participate in site projects, after-hours support, and travel to other client locations when required.

Skills

Customer service

Troubleshooting

End-user computing

IT support

Ticketing (ServiceNow)

Windows 10/11

macOS/iOS support

Communication skills

Prioritization

Education

Bachelor's degree or related field

Tools

ServiceNow

Active Directory

Microsoft 365

Entra ID

Job description

VDart Inc. in Cambridge, MA is seeking an IT Site Support technician to provide on-site and remote end-user support for Windows and macOS systems, collaboration tools, and AV equipment.

You will manage devices, imaging, deployments, and assets while supporting executive meetings and live events with MS 365 services. The role involves collaborating with regional IT teams, handling incidents in ServiceNow, and contributing to security and process compliance.