Service Desk Associate II

TPA technologies; Glendale (MA); On-site; USD 45,000 - 65,000; Full time

Job summary

TPA technologies in Massachusetts is seeking a Service Desk Associate II to deliver professional, efficient technical support to end users and keep our operations running smoothly.

You will troubleshoot hardware and software, assist with PC imaging, and document support processes to improve service quality.

Candidates should have 2+ years in a service desk, experience with SCCM, Windows PE, ServiceNow, and proficiency with Windows 10/11 and Office apps.

Qualifications

• 2+ years of experience in a Service Desk or Help Desk role.
• Proficiency with PC imaging technologies and end-user devices.
• Strong knowledge of Windows 10/11 and Microsoft Office.

Responsibilities

• Provide technical support for PC hardware imaging and handle requests and incidents.
• Troubleshoot desktops, peripherals, and software including Microsoft Office, Windows 11, and network connectivity.
• Document support processes and create knowledge articles to help improve service quality.
• Support and configure end-user devices such as laptops, desktops, printers, and mobile devices.
• Assist with network configuration and problem-solving within Windows and Citrix environments.
• Manage incident reports accurately using ticketing systems and stay current with technical updates impacting users.
• Collaborate with teams to deliver exceptional service and support project activities as needed.

Skills

Customer service

Problem solving

Communication

Technical aptitude

Tools

SCCM

Windows PE

ServiceNow

Job description

Join our team as a Service Desk Associate II and make a meaningful impact by supporting technology solutions that keep our organization running smoothly. If you're passionate about problem-solving, customer service, and using your technical expertise to help others succeed, this is your chance to grow in a dynamic, supportive environment.

About the Role

As a Service Desk Associate II, you will be at the forefront of delivering professional, efficient technical support to end users. You'll troubleshoot hardware and software issues, assist with PC imaging and deployment, and collaborate with various teams to resolve complex problems. Your work ensures that colleagues stay connected, productive, and secure.

What You'll Do

• Provide technical support for PC hardware imaging and handle customer service requests and incidents.
• Troubleshoot issues related to desktops, peripherals, and software including Microsoft Office, Windows 11, and network connectivity problems.
• Document support processes and create knowledge articles to help improve service quality.
• Support and configure end-user devices such as laptops, desktops, printers, and mobile devices.
• Assist with network configuration and problem-solving within Windows and Citrix environments.
• Manage incident reports accurately using ticketing systems and stay current with technical updates impacting users.
• Collaborate with teams to deliver exceptional service and support project activities as needed.

Must-Have Skills

• 2 or more years' experience in a Service Desk or Help Desk environment.
• Proficiency with PC imaging technology such as SCCM, Windows PE, and cloud tools like ServiceNow.
• Strong support experience with end-user equipment and operating systems (Windows 10/11).
• Extensive knowledge of Microsoft Office applications and hardware/software asset management.
• Excellent communication skills, with the ability to clearly convey technical solutions to diverse audiences.

Nice-to-Have Skills

• Familiarity with best practices for end-user computer maintenance.
• Experience troubleshooting network connectivity, VPNs, and authentication workflows.
• Knowledge of Windows 10/11 operations and enterprise desktop support.