Proactive IT Service & Ops Technician

Boston Dynamics; Boston (MA); On-site; USD 45,000 - 51,000; Full time

Job summary

Boston Dynamics is seeking an IT Service Operations Technician to support internal users across software, hardware, and network access. You will handle a mix of routine and moderately complex issues, resolve requests via phone, email, chat, and ticketing systems, and own communications with users.

Qualifications include an associate or bachelor’s in IT/CS, 2+ years in IT support, knowledge of Windows/macOS/Linux, Google Workspace, Active Directory, and ITSM platforms.

Qualifications

• Associate or Bachelor's degree in Information Technology, Computer Science, or related field.
• Typically 2+ years of experience in IT help desk or technical support roles.
• Proficiency in Windows/macOS/Linux operating systems, Google Workspace, and basic network troubleshooting.
• Working knowledge of Active Directory, remote support tools, and common enterprise systems.
• Familiarity with ITSM platforms (ServiceNow, Freshservice, Jira) and ticket lifecycle.
• Ability to recognize issue patterns and contribute to root cause identification.
• Effective verbal and written communication skills, with a customer-first mindset.
• Capable of working with moderate supervision and making decisions within established parameters.
• Experience managing and troubleshooting conference room AV systems for meetings.
• Certs such as CompTIA A+, ITIL Foundation, or Modern Desktop Associate are preferred.
• Occasional off-hours or weekend work may be required; local travel may be required.

Responsibilities

• Provide technical support and problem resolution for internal users across software, hardware, and network access.
• Respond to and resolve IT requests via phone, email, chat, and ticketing system.
• Troubleshoot moderately complex issues and escalate when needed while owning the user experience.
• Document incidents, resolutions, and follow-ups in the ITSM system.
• Assist in account administration, hardware setup, and software installations.
• Maintain and improve knowledge base articles and support documentation.
• Participate in onboarding by provisioning systems and configuring user accounts.
• Identify patterns in recurring issues and suggest changes to tools or training.
• Support minor system maintenance and inventory tasks; handle purchasing as needed.
• Participate in Service Operations and other team projects as needed.

Skills

Windows/macOS/Linux

Google Workspace

Network troubleshooting

Active Directory

Remote support tools

ITSM platforms (ServiceNow, Freshdesk,

Jira

Effective communication

Education

Associate or Bachelor's degree in IT/CS or related field

Tools

Active Directory

Remote support tools

Enterprise systems

Job description

Boston Dynamics is seeking an IT Service Operations Technician to support internal users across software, hardware, and network access. You will handle a mix of routine and moderately complex issues, resolve requests via phone, email, chat, and ticketing systems, and own communications with users.

Qualifications include an associate or bachelor’s in IT/CS, 2+ years in IT support, knowledge of Windows/macOS/Linux, Google Workspace, Active Directory, and ITSM platforms.