IT Helpdesk Specialist - Boston / on-site at Teamwork

About The Role

We are looking for a hands-on Helpdesk Specialist to join the on-site IT team at our growing biotech client in Boston's Seaport. You will be the face of IT in the office: helping employees, executives, and lab teams with their devices, accounts, meeting rooms, and day-to-day technology issues. You'll work side by side with our on-site specialist and in close coordination with a remote support team.

What You'll Do

User support: Resolve on-site tickets within SLA — hardware, software, access, connectivity, and Microsoft 365 issues.
VIP & lab support: Give hands-on, white-glove support to executives and to laboratory environments, with 100% SLA compliance.
Meeting rooms: Support Zoom Rooms, audiovisual equipment and conferencing technology.
User & device lifecycle: Onboarding/offboarding, device deployment and resets, access provisioning, stock management and secure device reconfiguration.
Asset & endpoint management: Maintain laptops, desktops, mobile devices, printers and peripherals across their lifecycle.
Security: Ensure secure data handling, endpoint compliance and protection of business-critical information.
Collaboration: Coordinate with the remote support team on communication, escalation and resolution.
3+ years in a Helpdesk / IT Support role, including hands-on, on-site (desk-side) support.
Hands-on user account management in Microsoft 365 and a ticketing tool such as Jira.
Strong troubleshooting across Microsoft 365, connectivity, hardware, and software.
Experience maintaining laptops, desktops and peripherals.
Familiarity with device management (MDM), asset management, and lifecycle processes.
Excellent written and verbal communication; confident and professional with users at every level.
Able to multitask and prioritize in a fast-paced environment, with attention to detail.
Bachelor's degree in IT or a related field.

Nice to Have