Desktop IT Support Technician

Location: Cambridge, MA

About the role

The Desktop IT Support Technician provides day-to-day technical support to employees by installing, configuring, maintaining, and troubleshooting computer hardware, software, peripherals, and basic network connectivity. This role ensures users have reliable and functional technology resources and serves as the first point of contact for desktop support issues.

Responsibilities

• Assemble, configure, deploy, and image desktop and laptop computers.
• Install, upgrade, and maintain operating systems, software applications, and hardware components.
• Diagnose and resolve hardware, software, printer, and peripheral issues.
• Troubleshoot desktop, laptop, mobile device, and basic network connectivity problems.
• Respond to help desk requests and provide timely customer support to employees.
• Set up and maintain user accounts, passwords, and access permissions.
• Configure and support Microsoft 365 applications, including Outlook, Teams, and Office applications.
• Assist with employee onboarding and offboarding, including computer setup, account provisioning, and equipment recovery.
• Maintain inventory of computer equipment, peripherals, and software licenses.
• Perform routine system maintenance, updates, and patch management.
• Coordinate equipment repairs and warranty service with vendors when necessary.
• Document support activities, resolutions, and standard operating procedures.
• Assist with conference room technology and audiovisual equipment support.
• Support cybersecurity initiatives by following security procedures and reporting potential risks.
• Perform other IT-related duties as assigned.

Requirements

• Strong knowledge of Windows operating systems and desktop hardware.
• Experience troubleshooting PCs, laptops, printers, monitors, and peripherals.
• Experience supporting Microsoft 365 applications and services.
• High school diploma or equivalent required.
• 1–3 years of desktop support, help desk, or IT support experience.

Preferred Qualifications

• Experience with PC imaging and deployment tools.
• Experience supporting hybrid and remote employees.
• Familiarity with ticketing systems and asset management software.
• Knowledge of cybersecurity best practices and endpoint protection tools.
• Associates or bachelor’s degree in STEM.
• CompTIA A+, NET+, SEC+ CE and/or Microsoft 365 Fundamentals certifications.
• Familiarity with Azure Active Directory/Entra ID.
• Excellent customer service skills.