IT Helpdesk Technician

Persimmon Technologies Corporation · Bedford, MA · 2 mo ago

On-siteInformation Technology$27–$35/hrFull-time

The IT Helpdesk Technician at Persimmon Technologies Corporation serves as the front line of IT support for our corporate and manufacturing teams at our Bedford, MA facility. This on-site position has primary responsibility for operational management of the PTC Help Desk, delivering end-user computing support, account and access management, and IT project services.

About the Role

Serves as the primary point of contact for Tier 1 end-user support across corporate and manufacturing environments. Triage, document, and resolve tickets in the IT service management platform (NinjaOne), escalating to Tier 2 or specialist teams as needed. Provide break/fix support, asset inventory and spare parts tracking, desktop administration, software deployment, remote access support, and mobile device troubleshooting. Perform user lifecycle administration—onboarding, role changes, and offboarding—including endpoint provisioning, Active Directory and Microsoft 365 account setup, VPN access, and security tooling. Support end-user access to core business systems including Epicor Kinetic ERP and FactoryLogix MES; troubleshoot common user issues and escalate applications-specific problems to ERP and MES administrators. Assist with endpoint security operations using Sophos EDR, including triaging alerts and coordinating remediation with IT leadership. Maintain accurate documentation in the helpdesk knowledge base and contribute to continuous improvement of templates, runbooks, and end-user training materials. Train end users on standard hardware, software, and security practices. Support shop floor computing needs, recognizing that production-critical issues require prompt response to minimize downtime. Participate in IT projects such as hardware refreshes, OS upgrades, and rollout of new applications or tools.

Responsibilities and Deliverables

Serve as the primary point of contact for Tier 1 end-user support across corporate and manufacturing environments.
Triage, document, and resolve tickets in the IT service management platform (NinjaOne), escalating to Tier 2 or specialist teams as needed.
Provide break/fix support, asset inventory and spare parts tracking, desktop administration, software deployment, remote access support, and mobile device troubleshooting.
Perform user lifecycle administration—onboarding, role changes, and offboarding—including endpoint provisioning, Active Directory and Microsoft 365 account setup, VPN access, and security tooling.
Support end-user access to core business systems including Epicor Kinetic ERP and FactoryLogix MES; troubleshoot common user issues and escalate applications-specific problems to ERP and MES administrators.
Aid in endpoint security operations using Sophos EDR, including triaging alerts and coordinating remediation with IT leadership.
Maintain accurate documentation in the helpdesk knowledge base and contribute to continuous improvement of templates, runbooks, and end-user training materials.
Train end users on standard hardware, software, and security practices.
Support shop floor computing needs, recognizing that production-critical issues require prompt response to minimize downtime.
Participate in IT projects such as hardware refreshes, OS upgrades, and rollout of new applications or tools.

Requirements

Strong working knowledge of Microsoft Windows 11 and Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Office apps).
Experience with Active Directory user and group administration.
Mobile device troubleshooting for iOS and Android.
Excellent written and verbal communication skills, with the ability to explain technical concepts to nontechnical users and interact professionally with employees at all levels, up to and including C-level executives.
Strong customer service mindset with a focus on timely ticket resolution and follow-through.
Detail-oriented with strong documentation habits.
General understanding of networking fundamentals (DNS, DHCP, VPN, WiFi) and information security principles.
Experience Required: Minimum 23 years of hands-on experience providing Tier 1 support for end-user devices (laptops, desktops, and mobile devices) in a business environment. Hands-on experience using an RMM or IT service management platform (e.g., NinjaOne, ConnectWise, ManageEngine) for ticket management and endpoint administration. Customer service experience with excellent written and verbal communication skills; experience interacting with employees at all levels of an organization, including C-level executives. Previous manufacturing or engineering environment support experience strongly preferred. CompTIA A+, Network+, or Microsoft certifications preferred.

Qualifications

Bachelor’s degree in Information Technology, Computer Science, or a related field— or 3+ years of comparable professional experience.

Skills

CompTIA A+, Network+, or Microsoft certifications preferred.

Benefits

Competitive compensation packages including comprehensive health benefits (medical, dental and vision), generous paid time off, 100% company-paid short-term, long-term disability insurance, 100% company-paid basic life and AD&D insurance, and a 401(k) plan with 5% company matching. Our commitment to professional development ensures continuous learning and career advancement.

Pay

The compensation range for this position is $27 to $35 per hour/year. The actual pay offered will be determined by multiple factors, including but not limited to the candidate's relevant experience, skills, job-related knowledge, internal equity, and geographical location.

Why Persimmon Technologies?

At Persimmon Technologies, we prioritize our employees' well-being and growth. We offer a variety of benefits including:

Comprehensive health benefits (medical, dental and vision)
Generous paid time off
100% company-paid short-term, long-term disability insurance
100% company-paid basic life and AD&D insurance
A 401(k) plan with 5% company matching

We also provide a commitment to professional development ensuring continuous learning and career advancement. Join us and experience a workplace that supports your success and well-being.

Equal Employment Opportunity Statement

Persimmon Technologies is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by law. If you require assistance in completing the applications or attending interviews, please reach out to HR.