Senior Technical Support Specialist

FedPoint; Newington (NH); Hybrid; USD 40,000 - 55,000; Full time

Benefits offered by this job

401k match

Annual bonus

Paid time off

Health benefits

Parental leave

Tuition reimbursement

Volunteer program

Wellness program

Job summary

FedPoint seeks a Senior Technical Support Specialist to lead the IT Service Desk, mentor staff, and ensure high-quality end-user support. You will handle daily operational priorities and contribute to process improvements within the IT Infrastructure team.

The role requires 5+ years in IT service support, strong customer service, and a blend of technical depth across Windows, VPN, AD/SharePoint, and hardware. This hybrid position is in Portsmouth, NH, with three days in the office weekly.

Qualifications

• Minimum 5 years of hands-on experience supporting an IT Service Desk.
• High school diploma or equivalent required.
• Proficiency in troubleshooting Microsoft Windows 10/11, Office 2013–365, and hardware.

Responsibilities

• Lead Service Desk operations and mentor junior technicians.
• Support onboarding, terminations, transfers, and leaves.
• Develop and document IT processes and coach staff on best practices.

Skills

Windows 10/11

Office 365

Laptop hardware

Wireless networks

VPN connectivity

IP phones

VDI / Virtual desktops

Antivirus & encryption

Active Directory

SharePoint

Education

High school diploma or equivalent

Tools

Active Directory

SharePoint

VDI / Virtual desktops

Job description

Our goal at FedPoint is to foster an engaging environment for our employees that promotes career growth and supports a work-life balance. From professional development to wellness programs to volunteer opportunities, we have created a culture that puts our employees on a positive pathway to success.

About FedPoint

FedPoint creates and operates digital benefits marketplaces that make it easy forour millions of federal and military customersto understand, select, and use their benefits.A subsidiary of John Hancock Life & Health Insurance Company, FedPoint was founded in 2002 and is headquartered in Portsmouth, NH.

Our mission

Create and deliver world-class benefits experiences for our customers, clients, and business partners.

Senior Technical Support Specialist

Department: Information Technology
Reports To: Manager, IT Infrastructure
Status: Full-Time, Non-Exempt

Location: Portsmouth, NH

Schedule: Hybrid, 3 days in office, Monday-Friday

FedPoint is seeking an experienced and highly motivated Senior Technical Support Specialist to join our IT Infrastructure Team. This role is ideal for a seasoned IT professional who thrives in fast-paced environments, excels at solving complex technical issues, and takes pride in delivering exceptional customer service. As a senior member of the Service Desk, you will oversee daily operations, mentor team members, maintain high-quality service standards, and ensure efficient resolution of end-user support requests.

This position plays a key role in supporting organizational technology needs, driving operational excellence, and ensuring a seamless employee experience throughout the HR lifecycle.

Key Responsibilities

Service Desk Leadership and Support – 40%

• Manage, triage, and oversee daily help desk requests while ensuring timely and accurate documentation of all actions taken.
• Provide advanced troubleshooting for laptops, desktops, virtual desktops, network connectivity, and application issues.
• Monitor ticket progression end-to-end, escalating when necessary and driving continuous improvement in service delivery.

HR Lifecycle Technology Support – 25%

• Lead IT processes related to onboarding, terminations, transfers, and leaves of absence.
• Ensure accurate account creation, deactivation, access management, and equipment provisioning.
• Collaborate with HR and other departments to ensure full compliance with internal protocols and policies.

Process Development & Coaching – 15%

• Contribute to the creation, improvement, and documentation of departmental procedures.
• Provide coaching to Technical Support Specialists to reinforce best practices and enhance ticketing system efficiency.

IT Asset Management – 10%

• Track, maintain, and update hardware and software inventory.
• Oversee the distribution, allocation, ordering, and disposal of assets in alignment with company policy.

Supply Management – 5%

• Manage procurement of IT and office supplies.
• Maintain supply inventory and ensure necessary materials are available.

Infrastructure Project Support – 5%

• Assist with technical projects, equipment maintenance, security administration, and job scheduling as needed.
• Work closely with the IT Infrastructure team to support organization-wide initiatives.

Required Education & Experience

• Minimum 5 years of hands-on experience supporting an IT Service Desk.
• High school diploma or equivalent required.
• Proficiency in troubleshooting:
• Microsoft Windows 10/11
• Microsoft Office 2013, 2016, 2019, and 365
• Laptop and desktop hardware
• Strong experience supporting wireless networks, VPN connectivity, fax/printer devices, and IP phones (preferred).
• Experience with virtual desktop platforms, antivirus applications, and laptop encryption technologies (preferred).
• Working knowledge of Active Directory and SharePoint (preferred).
• Demonstrated ability to stay up-to-date with evolving technologies.
• Strong multi-tasking skills with the ability to prioritize effectively in a dynamic environment.
• Exceptional problem-solving skills with the ability to remain composed under pressure and resolve complex issues efficiently.
• Self-motivated with the ability to work independently and deliver high-quality results with minimal supervision.
• Strong customer service orientation and professional communication skills (required).
• Ability to collaborate effectively within a team and communicate clearly with colleagues, managers, and end users (required).

What to Expect on Pay:

The salary range for this role is $29.28 – $39.61 per hour. We’ve shared the full range to stay transparent — but most new hires join us between the minimum and the midpoint, depending on skills and experience.

Final compensation is based on a mix of factors including qualifications, experience, and education, as well as internal equity and budget considerations.

Why Join Us?

At FedPoint, our mission is to create and deliver world-class benefits experiences for our customers, clients, and business partners.

We offer a dynamic work environment where innovation and collaboration are encouraged. You'll have the opportunity to make a significant impact while honing your skills and advancing your career.

In addition to working for a company with great people and an excellent reputation, what's in it for you?

• Generous 401k plan: 100% match of employee's contribution, up to a maximum of 6% salary, vests immediately.
• Bonus Opportunity: Qualifying employees can earn an annual bonus based on company metrics and personal performance.
• Lots of paid time off:3 weeks’ vacation, 7 sick days, 3 personal days, and 12 paid holidays!
• Competitive benefits include health, dental, vision, disability, life, legal, flexible spending account (FSA) and Health Savings Account (HSA) options.
• 6 weeks fully-paid parental leave
• Tuition reimbursement program to support career goals.
• Corporate giving and matching gifts program.
• Volunteer program: Paid time off to volunteer and company-organized volunteering opportunities.
• A wide variety of personal, professional, and career development programs.
• Comprehensive wellness program offering a variety of resources and activities to help support your well-being in the following areas: career, financial, mental, emotional, physical, social and community.

All offers of employment with FedPoint are conditional upon satisfactory completion of a pre-employment background check.