IT Helpdesk Analyst I

Position summary

Responsibilities

• Respond to technical inquiries by phone, email, chat, remote session, or in person.
• Troubleshoot desktops, laptops, mobile devices, printers, peripherals, operating systems, applications, and network connectivity.
• Provide professional support, including to VIPs, and guide users through step-by-step resolutions.
• Manage and document tickets, identify recurring issues, and escalate complex incidents with detailed notes.
• Reset passwords, unlock accounts, perform basic provisioning and deprovisioning, and support onboarding and offboarding.
• Provide conference-room audiovisual and printer support; install and update operating systems and approved software.
• Support endpoint management tools such as Intune and Autopilot; maintain antivirus, security agents, and compliance configurations.
• Maintain knowledge-base articles and user guides and contribute to workflow and service-quality improvements.

Minimum qualifications

• U.S. citizenship is required.
• Associate degree is required.
• 0–3 years of experience.
• Technical skills include Windows and mobile platforms, hardware and software troubleshooting, networking fundamentals, and ticketing systems.
• Strong communication, workload management, issue ownership, and follow-through.

Preferred qualifications

• Bachelor's degree and 1–3 years of experience are listed as preferred.
• Preferred certifications: CompTIA A+, Network+, Microsoft 365 Fundamentals, or MD-102.
• Ability to obtain a clearance is preferred; no clearance is required.

Location and work arrangement

• Hybrid role; listed location is Wakefield, Massachusetts, or Lincoln, Massachusetts.
• Travel requirement is 10%.

Compensation

• Listed salary range is USD 50,000–55,000 per year; final compensation depends on factors including experience, skills, location, education, and certifications.

Benefits

• Potential benefits include medical, dental, vision, life, and disability coverage; retirement matching; flexible spending and health savings accounts; employee assistance; learning and development; paid time off; and holidays.