IT Field Service Support

This position is open to U.S. Citizens and U.S. Lawful Permanent Residents (Green Card holders). Sponsorship is not available at this time.

About the role

This is an onsite contract position based in Malden, MA 02148, requiring 5 days per week on location. Travel to remote locations is required; candidates must have their own vehicle (mileage will be reimbursed). On-call support during weekends and holidays may be requested.

Responsibilities

• Provide deskside, on-site support (OSS/FSO) for Desktop PCs, Laptops, Tablets, Smartphones, desk telephony, AV equipment, comms room devices, desk cabling, software installation, and troubleshooting.
• Deliver high-level customer service with strong verbal and written communication in the local language.
• Specify, install, and test computer systems and peripherals within established standards and guidelines.
• Perform fault diagnostics, resolve technical issues, and maintain service level agreements (SLAs).
• Test, identify, prepare, repair, and document end-user technical issues for devices including Desktop PCs, Micro PCs, Thin Clients, Laptops, Tablets, Smartphones, desk equipment, cabling, comms patching, printers, MFDs, and basic network connectivity.
• Work within a customer ticketing system to track, prioritize, and update support requests, ensuring timely resolution and regular user communication.
• Provide infrastructure administration functions and on-site support as part of a shift arrangement.
• Support remote offices as required, troubleshoot software issues, perform OS imaging/reimaging, and handle systems administration activities.
• Take ownership of issues through resolution, categorize and prioritize requests, and ensure adherence to update SLAs.
• Move equipment in accordance with health and safety guidelines and perform asset inventory activities.
• Provide end-user training and guidance on hardware and software usage.
• Recommend and perform upgrades to end-user devices.
• Work in both business-as-usual (BAU) and project-based environments, demonstrating flexibility and teamwork.
• Perform other duties as assigned.

Skills

• Excellent skills in user IT infrastructure, including Desktops, Laptops, Printers, Handhelds, and Smartphones.
• Strong technical skills in Microsoft Windows 11 (including legacy versions), Office 365, Teams, Google, ServiceNow, and other well-known applications.
• Administration experience with Azure, Intune, Microsoft Active Directory (users & groups, policies, and management concepts).
• Effective communication in English and/or the local language.
• Basic understanding of LAN technologies and hardware.
• Ability to support video conferencing equipment.

Benefits

• Competitive pay.
• Option to elect healthcare insurance (Dental, Medical, Vision).
• Paid major holidays and paid sick leave as per state law.