Deskside Support Technician: On-site in Waltham, MA

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. *There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams*. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started! We have an opening for a **Desktop Support Technician** to join our End-User Support team and provide hands-on IT support for employees in our Waltham office. You’ll troubleshoot Windows and Mac devices, support endpoint management and user accounts, deploy and refresh hardware, assist with A/V and company events, and resolve a wide range of day-to-day technical issues. This is a great opportunity for someone with a few years of corporate IT support experience who enjoys solving problems, working directly with employees, and taking ownership of issues from start to finish. *This role is onsite 5 days a week at our Waltham, MA office on Winter Street, with occasional onsite support at our Boston office a few days per month.* **What You'll Do:** As a Deskside Technician, you will be a primary point of contact for end-user support, focusing on delivering solutions that maintain organizational productivity. Your responsibilities will include: **Tier 1/2 Service Delivery** - - **Advanced Troubleshooting:** Handle Tier 1 and escalated, complex Tier 2 technical issues and minimize escalation to Tier 3 (system/network administrators) through deep root-cause analysis. - **SLA & Queue Management:** Manage your personal ticket queue effectively, prioritizing requests to consistently meet or exceed team SLAs while maintaining a laser focus on service excellence. - **Event and Meeting Ownership:** Own and coordinate setup and troubleshooting for Audio Visual (A/V) and streaming needs during All-Hands meetings and other corporate events as required. - **Onsite & Remote Assistance:** Provide both on-site and remote support to employees, ensuring a consistent and positive support experience for everyone. **Systems Management & Operations** - - **Endpoint Management & OS Support:** Utilize modern endpoint management platforms (e.g., Intune, Jamf) to configure, secure, deploy, and troubleshoot PC and Mac computers (Windows & macOS). - **User Account Management:** Create, maintain, and delete user accounts across various systems, with a focus on Active Directory environments. - **Device Lifecycle Management:** Manage the disposal and tracking of hardware assets through IT Asset Management (ITAM) processes, and coordinate hardware procurement and tech refresh cycles. - **Operational Tasks:** Independently execute essential support tasks including desktop builds and deployments, inventory control, software tracking, and maintaining system updates. **Collaboration & Process Improvement** - - **Knowledge Base Management:** Proactively document troubleshooting steps, common resolutions, and system processes to build and improve our internal team knowledge base. - **Process Contribution:** Help maintain, support, and develop team processes and strategies to improve operational efficiency. - **Team Partnership:** Partner effectively with other IT members, including those in remote sites, to escalate highly complex issues and ensure clear communication. **Who You Are:** **Required Qualifications** - - **Experience: 2+ years** of experience providing deskside or end-user support in a corporate environment, demonstrating the ability to resolve complex Tier 2 issues independently. - **Education:** Associate’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. - **Technical Proficiency:** Proven ability in PC and Mac configuration and troubleshooting, including hands-on experience with Endpoint Management/MDM platforms. Familiarity with Google Workspace and Microsoft Entra is a plus. - **Customer Focus:** A strong customer and team-focused mentality with excellent interpersonal and communication skills. - **Problem-Solving:** Strong analytical and troubleshooting skills with the ability to build rapport, elicit problem details from users, and identify process gaps. - **Time Management:** Flexible work habits with strong organizational skills to prioritize both planned and unplanned customer needs against established SLAs. **Highly Desired Skills** - - **Certifications:** Applicable certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus. - **ITSM Tooling:** Familiarity with an IT ServiceDesk incident management tool (e.g., ServiceNow, Jira Service Management). - **Networking Knowledge:** Basic understanding of end-user network connectivity (TCP/IP, switch ports, cabling) and security principles. - **Asset Management (ITAM):** Special consideration for candidates with IT asset management (ITAM) experience. #LI-HK1 The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave. Pay Transparency - All Full Time Employees $50,880—$63,600 USD **Why You’ll Love Us:** - We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees. - Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups. - You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities. - A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family *At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.* *Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.* *Vision6 Pty Limited is an affiliate of Constant Contact, Inc. and a part of the Constant Contact group of brands.* *Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact .* *The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)* *It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.* *At Constant Contact, we respect personnel privacy and are committed to protecting the personal information we obtain and maintain from both current, former, and prospective employees. We maintain this Personnel Global Privacy Notice (this “Notice”) in compliance with applicable privacy laws, including the California Consumer Privacy Act (the “CCPA”) and the UK General Data Protection Regulation (collectively, the “Data Protection Laws”). [Click here](https://sites.google.com/constantcontact.com/ctctemployeeresource/home) for a full copy of our General Personnel Privacy Notice.* ***Notice to Recruiters and Staffing Agencies:*** *Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.*