Hardware and Onsite Support Technician

Who You Are

• You have a strong instinct for hands-on technical problem-solving and enjoy diagnosing issues in real-world environments
• You pay close attention to detail and gather information methodically before acting
• You thrive in a fast-paced, client-facing environment and communicate clearly across in-person, phone, and written channels
• You are empathetic, patient, and genuinely enjoy helping people resolve technical issues
• You are comfortable working independently onsite while knowing when to escalate or collaborate

General Duties & Responsibilities

• Process and resolve user technical support tickets, including:
• Hardware troubleshooting and replacement
• Networking and connectivity issues, Unifi Configuration
• OS, firmware, and peripheral issues
• Systems access, licensing, and account requests
• Respond to and resolve onsite client issues, including:
• Network connectivity problems (wired/wireless)
• Conference room setup/troubleshooting
• Hardware failures or misconfigurations
• Basic rack, cabling, and endpoint setup
• Monitor support queues and triage incoming requests during core business hours, meeting client SLAs
• Build and maintain strong professional relationships with end users through clear communication and reliable follow-through
• Document troubleshooting steps, fixes, and client environments clearly and accurately
• Improve and maintain internal documentation for workflows, processes, and best practices
• Uphold client and internal IT security protocols, including access management and device handling
• Collaborate with internal team members on escalated issues and cross-functional projects

Requirements

• Strong technical diagnostic and troubleshooting skills across:
• End-user hardware (desktops, laptops, peripherals)
• Networking fundamentals (switches, access points, cabling, basic firewall concepts)
• Operating systems and firmware
• Excellent written and verbal communication skills
• Comfort working directly with end users in onsite environments
• Ability to manage multiple issues while maintaining attention to detail and professionalism

Technical Proficiency

• Jira Service Management or similar helpdesk/ticketing systems
• Slack, Microsoft Teams, or equivalent communication tools
• Google Workspace and Microsoft 365
• macOS and Windows operating systems
• Identity and access management tools (Okta, JumpCloud, or similar)
• MDM and RMM tools
• Basic networking tools and concepts (DHCP, DNS, VLANs, Wi-Fi troubleshooting)
• Unifi
• Conference Room setups

Additional Requirements

• Based in or easily commutable to downtown Boston, MA
• Ability to travel to local client sites as needed
• Ability to lift and move IT equipment as required
• Commitment to continuous learning and staying current with evolving technologies

Bonus

• If you have access to a vehicle

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retailment Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Free Food & Snacks
• Wellness Resources