IT Support Specialist

Managed Services / LCS / Staffing

Waltham, MA

CONNECTION

<p><strong>At Connection, our purpose is simple: we connect people with technology. From hardware&mdash;PCs, printers, servers, and more&mdash;to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. Back in 1982, we started out with two employees and a phone line. Today, Connection is a Fortune 1000 IT solutions partner operating in 174 countries around the world&mdash;still driven by that startup mentality and guided by our original purpose. We&rsquo;d love for you to join us and make your mark on the future of technology.&nbsp;</strong></p> https://www.connection.com/

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Full Time

$55K-$65K annually

Overview: Overview:<br /><br />We&rsquo;re looking for a skilled Help Desk Technician who can independently resolve more complex technical issues, support a cloud-first environment. This role requires deep experience with Office 365 administration, Salesforce platform support, and delivering high-quality service to end users in a virtual environment.<br /> <br />Work location site: Waltham, MA<br />Hours: M-F, 9AM-5PM<br />Perm Salary: $55K-$65K annually<br /> <br />Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.<br /> <br />What&rsquo;s in It for You:<br /> <ul> <li>Competitive salary within a stable, full-time role.</li> <li>Supportive, people-first company culture with the feel of a small, collaborative local team.</li> <li>Significant exposure to advanced cloud platforms, including Office 365, Salesforce, Azure, AWS, and modern virtual support tools.</li> <li>Opportunities for deeper technical growth, cross-training, and advancement within IT.</li> <li>No travel required-work is performed onsite during regular business hours for predictable work/life balance.</li> </ul>
Responsibilities: <ul> <li>Act as a escalation point for technical issues requiring advanced troubleshooting, root-cause analysis, or configuration work.</li> <li>Provide Daily technical support for end users both in-person and remotely, ensuring minimal downtime and quick problem resolution.</li> <li>Manage, investigate, and resolve support tickets using an AWS/Azure-based ticketing system, ensuring accurate documentation and timely follow-up.</li> <li>Handle advanced Office 365 administration, including user provisioning, license management, shared mailbox configuration, Teams/SharePoint support, and cross-platform troubleshooting.</li> <li>Support and troubleshoot the Salesforce platform, including login issues, permission/set configuration issues, UI problems, and connectivity challenges in a virtual environment.</li> <li>Perform deeper hardware and software diagnostics across PCs, laptops, printers, and peripherals-identifying and resolving recurring issues and recommending long-term fixes.</li> <li>Assist with virtual environment support, including remote desktop technologies, VPNs, cloud services, and user connectivity issues.</li> <li>Manage PC/laptop inventory, coordinate new device builds, imaging, deployment, and lifecycle management.</li> <li>Administer Active Directory (group policies, OU management, account adjustments, password resets, and permissions).</li> <li>Set up &amp; configure new hardware/software for employees, ensuring compliance with security and configuration standards.</li> <li>Create and update technical documentation, internal knowledge base articles, and Tier 1 support guides.</li> <li>Collaborate with other IT team members to identify patterns, improve processes, and enhance the end-user support experience.</li> </ul>
Requirements: <ul> <li>3+ years of IT Help Desk or Desktop Support experience in a similar environment.</li> <li>Proficiency with Microsoft 365 and Active Directory administration.</li> <li>Experience working with ticketing systems (AWS/Azure experience preferred).</li> <li>Strong software and hardware troubleshooting skills.</li> <li>Excellent communication skills-you can explain tech clearly to non-technical users.</li> <li>A hands-on, can-do attitude-willing to crawl under a desk or lift up to 30 lbs when needed.</li> <li>A commitment to reliability, responsiveness, and teamwork.</li> </ul>