Onsite IT Support Technician II – End-User Expert

TEKsystems; Marlborough (MA); On-site; USD 30,000 - 40,000; Full time

Job summary

TEKsystems in Marlborough, MA is seeking a skilled User Support Technician II to join our IT User Services team. This onsite role focuses on resolving advanced end-user issues, mentoring Level I technicians, and driving service improvements across the organization.

You will provide multi‑channel support (ticket, Teams, phone, walk‑up), troubleshoot Windows 10/11, Microsoft 365, and hardware, and manage incidents in ServiceNow.

Qualifications

• Experience delivering advanced end-user support and escalation.
• Ability to mentor Level I technicians and improve IT services.
• Strong communication and documentation skills.

Responsibilities

• Provide multi-channel end-user support via tickets, Teams, phone, and walk-up.
• Troubleshoot and resolve moderately complex to complex issues (Windows 10/11, Microsoft 365, hardware).
• Act as escalation resource for Level I technicians and ensure high-quality customer experience.
• Manage device configuration, lifecycle, and asset inventory.
• Document incidents and changes in ServiceNow and contribute to knowledge base.

Skills

End user support

Mentorship

Multichannel support

Troubleshooting

Customer focus

Tools

ServiceNow

AD Manager Plus

Azure AD

Active Directory

Microsoft Teams

Job description

TEKsystems in Marlborough, MA is seeking a skilled User Support Technician II to join our IT User Services team. This onsite role focuses on resolving advanced end-user issues, mentoring Level I technicians, and driving service improvements across the organization.

You will provide multi‑channel support (ticket, Teams, phone, walk‑up), troubleshoot Windows 10/11, Microsoft 365, and hardware, and manage incidents in ServiceNow.