Tier 1 and 2 Help Desk Support Engineer

About the role

Our client, a Boston-area asset management firm, is seeking an IT Support Specialist to join their technology team and provide hands-on technical support in a small, highly collaborative office environment. This role serves as the first point of contact for employees, delivering Tier 1 and Tier 2 support across hardware, software, Microsoft 365 applications, and end-user technology. It’s an excellent opportunity for a technically curious support professional who enjoys working directly with users, solving problems face-to-face, and taking ownership of the day-to-day IT experience.

The ideal candidate will have strong Microsoft 365 administration skills, experience supporting Windows and Apple devices, and the ability to partner with an external managed service provider while handling local IT needs.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for approximately 30+ employees across onsite and remote locations.
• Serve as the primary onsite IT resource for employee technology needs.
• Troubleshoot hardware, software, network, and account-related issues.
• Support Microsoft 365 applications including Teams, Outlook, and Office Suite.
• Manage user accounts, permissions, and device policies through Microsoft Entra ID and Intune.
• Configure, deploy, and maintain Lenovo laptops, MacBooks, and iPhones.
• Perform laptop imaging, onboarding, and equipment setup for new employees.
• Support Zoom and other SaaS business applications.
• Assist users with mobile device configuration and troubleshooting.
• Document issues, solutions, and processes for knowledge sharing.
• Partner with the external MSP to resolve escalated technical issues.
• Maintain a high level of customer service through clear communication and timely resolution.

Requirements

• 2+ years of experience providing IT help desk or desktop support in a corporate environment.
• Experience supporting both Tier 1 and Tier 2 technical issues.
• Strong experience with Microsoft 365 administration, including:
  • Microsoft Entra ID (Azure Active Directory)
  • Microsoft Intune
  • Exchange Online / Outlook
  • Microsoft Teams
  • Office applications
• Experience supporting Windows laptops/desktops and mobile devices.
• Hands-on experience with hardware troubleshooting, device setup, imaging, and deployments.
• Experience supporting Apple devices including MacBooks and iPhones.
• Strong customer service and communication skills with the ability to support users in person.
• Ability to troubleshoot issues independently while escalating appropriately when needed.

Preferred Qualifications

• Experience working in a financial services, investment management, or professional services environment.
• Experience supporting SaaS-based business applications.
• Familiarity with Zoom administration and troubleshooting.
• Experience with Egnyte or similar file-sharing platforms.
• Experience with security awareness platforms such as KnowBe4.
• Familiarity with IT asset management and inventory tracking.
• Experience working alongside an MSP or external IT support provider.
• Exposure to AI productivity tools such as Claude or similar platforms.

Tech Breakdown

• 35% Microsoft 365 Administration & End User Support
• 25% Hardware Deployment & Troubleshooting
• 20% Identity, Access & Device Management (Entra ID / Intune)
• 10% SaaS Application Support
• 10% Documentation & Vendor Collaboration

Daily Responsibilities

• 60% Hands-On User Support
• 20% Device Management & Administration
• 10% Troubleshooting & Issue Resolution
• 10% Documentation, Process Improvement & Collaboration

Benefits

• Contract position with opportunity to convert to a full-time role for the right candidate.
• Hybrid schedule: Monday–Thursday onsite in Waltham, MA, Friday remote.
• Competitive hourly compensation.
• Opportunity to work directly with employees in a small, collaborative investment management environment.
• Exposure to modern Microsoft cloud technologies and enterprise SaaS applications.
• Opportunity for career growth within a growing technology organization.

Applicants must be currently authorized to work in the United States on a full-time basis. Sponsorship is not available for this position.