Information Technology Help Desk Technician

Job Title: IT Service Desk Technician

Location: Boston, MA (Onsite – Seaport Office)

Employment Type: Contract

Duration: 6 months

• *Must have Pharmaceutical Industry

About the Role

We are seeking an experienced IT Service Desk Technician to join our client's IT support team in Boston. In this role, you will provide first-line technical support to end users, troubleshoot hardware, software, and network issues, and ensure the smooth operation of IT systems.

You will also support IT projects, maintain hardware and software inventories, and deliver exceptional customer service in a fast-paced environment.

Key Responsibilities

• Provide technical support to end users via phone, email, and in-person.
• Troubleshoot and resolve hardware, software, Microsoft 365, and network-related issues.
• Install, configure, maintain, and upgrade desktops, laptops, peripherals, and software.
• Deploy and maintain IT hardware and software required for business operations.
• Perform routine system maintenance, software updates, security patches, and system backups.
• Track, manage, and resolve incidents and service requests using Jira IT Service Management (JSM).
• Maintain accurate documentation of support activities, resolutions, and knowledge base articles.
• Manage IT asset inventory, including hardware and software lifecycle tracking.
• Train users on Microsoft 365 applications and newly deployed IT services.
• Identify recurring technical issues and recommend process improvements.
• Collaborate with managed service providers to ensure service continuity and SLA compliance.
• Support IT infrastructure projects, hardware refreshes, software deployments, and office meeting technology.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 2+ years of experience in an IT Service Desk, Help Desk, or Desktop Support role.
• Strong experience supporting Microsoft 365, including:
• Outlook
• Teams
• SharePoint
• Word
• PowerPoint
• Experience troubleshooting Windows operating systems, hardware, software, printers, and network connectivity issues.
• Hands-on experience with Jira IT Service Management (JSM) or similar ticketing systems.
• Excellent customer service and communication skills.
• Strong documentation and organizational skills.
• Ability to explain technical concepts to non-technical users.
• Strong time management and ability to prioritize multiple support requests.
• Collaborative team player with excellent problem-solving skills.

Preferred Qualifications

• Experience with Active Directory and Azure Active Directory.
• Knowledge of endpoint management tools such as Microsoft Intune.
• Experience supporting conference room technology and AV equipment.
• Familiarity with ITIL service management principles.
• Microsoft certifications (MS-900, MD-102, or equivalent) are a plus.

Required Skills

• IT Service Desk
• Desktop Support
• Microsoft 365
• Office 365
• Windows 10/11
• Outlook
• Teams
• SharePoint
• Jira ITSM
• Hardware & Software Troubleshooting
• Network Troubleshooting
• Active Directory
• IT Asset Management
• Customer Support
• Technical Documentation
• End User Support
• System Maintenance
• Incident Management
• Help Desk
• IT Support