L2 HelpDesk Technician / on-site Boston

Position Overview

As a HelpDesk Specialist, you will be the primary point of contact for resolving a wide range of technical issues in person and remotely. This is a fully on-site role based in Boston, MA, requiring a 5-day-per-week presence (Monday through Friday) across up to 5 local client sites. Travel between sites is handled via MBTA or rideshare and is fully covered. You will manage user accounts, troubleshoot application and access issues, and ensure seamless operation of on-site technology such as meeting room systems. You'll also assist with hardware and software lifecycle management and may participate in cloud and on-premises projects as needed.

Key Responsibilities

• User Request / Incident Management: Provide on-site and remote troubleshooting for access issues, Office Suite problems, and other software-related challenges.
• Multi-Site Coverage: Travel between up to 5 Boston-area client sites as needed via MBTA or rideshare (travel expenses fully covered).
• Meeting Room Technology: Set up, troubleshoot, and maintain audiovisual and conferencing equipment across all sites.
• User Lifecycle Management: Assist with onboarding/offboarding, including provisioning/deprovisioning of devices and access rights.
• Hardware Support: Manage the complete hardware lifecycle, from deployment to disposal, including laptops, desktops, mobile devices, and peripherals.
• Device Management: Ensure endpoint devices (laptops, desktops, printers, and copiers) are up to date, secure, and functional.
• Laboratory Technology: Support any specific lab equipment or specialized devices as needed.
• Endpoint Security: Ensure all endpoint devices adhere to security policies, including antivirus and encryption tools.

Additional Responsibilities

Participate in various side projects related to cloud and on-premises infrastructure when needed. You'll collaborate with other teams and on-site stakeholders, contributing based on workload and priority. Given the client-facing, multi-site nature of this role, a polished and professional presence is essential at all times.