firstPRO is now accepting resumes for a Desktop Support Engineer in Somerville, MA. This is a direct hire role and onsite 3 days per week.
Responsibilities
Provide in-person support at our Somerville HQ (Assembly Row) 5 days/week and remote support for our global team, resolving hardware, software, identity, and connectivity issues.
Own the full lifecycle of devices: prepare and configure laptops for new hires, ensure security agents and MFA are in place, keep asset records accurate, and recover/refresh machines for redeployment.
Onboard new teammates so they’re productive on Day 1, and offboard departures with same-day access revocation and secure asset handling.
Be a user advocate, triage requests quickly, communicate clearly, and unblock people so they can stay focused on their work.
Create and maintain knowledge base articles, quick-start guides, and documentation that make support easier for both IT and end users.
Partner with IT, Security, and Network teams on rollouts, upgrades, and infrastructure improvements, including AV and office networking.
Identify repetitive tasks and propose automation or workflow changes that reduce friction and improve efficiency across the team.
Requirements
2+ years of experience in Desktop or IT Support, ideally in a fast-paced or enterprise environment.
Strong hands-on knowledge of Windows 10/11 and macOS, including provisioning, profiles, and security baselines.
Familiarity with identity and access management tools such as Active Directory, Okta, or similar SSO/MFA platforms.
Experience supporting modern SaaS environments (M365, Google Workspace, Slack, Zoom, Duo/Okta).
