Onsite IT Support Technician I - Help Desk & Devices

Cox Engineering; Randolph (MA); On-site; USD 42,000 - 60,000; Full time

Job summary

Cox Engineering in Randolph, MA is hiring an IT Specialist I to be the first point of contact for end-user technology support. This onsite, entry-level role focuses on daily help desk ticket resolution, asset management, software licensing, conference room AV support, and Windows OS upgrade initiatives.

You'll work under the Helpdesk/Support Supervisor, building a strong technical foundation in a hands-on, customer-facing environment and advancing IT skills through practical, observed workflows.

Qualifications

• Requires high school diploma or equivalent with 0–2 years in help desk or IT support
• Familiarity with Windows 10/11 and Microsoft 365
• Basic hardware knowledge and troubleshooting
• Strong customer service and communication skills
• Able to manage multiple tickets in a fast-paced environment
• Lifts/moves IT equipment up to 40 lbs

Responsibilities

• Serve as primary contact for incoming help desk tickets via phone, email, chat, and ticketing system
• Diagnose and resolve Tier 1 hardware, software, network, and account issues; escalate complex cases
• Meet SLAs for response and resolution times
• Document troubleshooting steps and resolutions in ticketing system and knowledge base
• Image, configure, deploy, and retire laptops, desktops, monitors, peripherals, and mobile devices
• Maintain hardware inventory and asset tags, track warranties and repairs
• Coordinate hardware repairs and vendor RMAs as needed
• Install and support approved business applications on end-user devices

Skills

Customer service

Communication

Problem-solving

Ticketing system

Multitasking

Education

High school diploma

Associate degree (preferred)

Tools

Zendesk

Active Directory

Microsoft Entra ID

Microsoft 365

Teams Rooms

Job description

Cox Engineering in Randolph, MA is hiring an IT Specialist I to be the first point of contact for end-user technology support. This onsite, entry-level role focuses on daily help desk ticket resolution, asset management, software licensing, conference room AV support, and Windows OS upgrade initiatives.

You'll work under the Helpdesk/Support Supervisor, building a strong technical foundation in a hands-on, customer-facing environment and advancing IT skills through practical, observed workflows.