**W2 candidates only - Must be authorized to work in the U.S without employer sponsorship now or in the future. This Boston, MA based role with hybrid work arrangement (2-3 days per week in office)**
Title: Desktop Support Engineer - Level 2
Employment Type: Full-Time Direct Hire
Hours: Monday-Friday 9am-5pm (No on-call rotation or off hours work)
Location: Hybrid - Training in Marlborough, MA for first 2 weeks to 1 month with hybrid onsite requirements at clients in Greater Boston area after that. Will need to be available to travel back to Marlborough occasionally to deliver equipment, complete trainings, etc.
Description: Level 2 Desktop Support role focused on troubleshooting escalated issues, supporting IT infrastructure, and delivering end-user support across multiple channels (phone, email, walk-up, web). You will play a key role in bridging the gap between entry-level support and more advanced infrastructure teams, while helping elevate the overall technical capability of the group.
Responsibilities:
- Resolve and escalated support tickets across multiple clients and environments
- Troubleshoot hardware, software, and connectivity issues across desktops, laptops, and mobile devices
- Support end users via phone, email, chat, and in-person interactions
- Manage incidents and service requests in alignment with SLAs
- Document troubleshooting steps, resolutions, and system changes clearly and accurately
- Escalate complex or critical issues to senior engineers when appropriate
- Support and maintain Windows-based environments
- Assist with device setup, configuration, and lifecycle management
- Contribute to process improvements and knowledge sharing within the team
Required Skills:
- Experience working as an IT Support, Help Desk, Desktop Analyst, or Junior System Admin/Engineer
- Hands-on experience with Windows environments
- Experience working with Active Directory (user management, permissions, group membership)
- Experience with Microsoft Intune or similar endpoint management tools
- SSO Experience
- Scripting or Powershell Knowledge
- Basic Networking knowledge (IP, DNS, DHCP, VPN, Wi-Fi)
