Location: Boston, MA
Salary: $21.00 USD Hourly - $27.00 USD Hourly
Description: Job Title: Tier 1 Helpdesk / Technical Support Specialist
Job Posting Start Date: 02/23/2026
Work Type: Boston, MA (as applicable to your client)
Duration: (Add if required)
Overview We are seeking a customer-focused
Tier 1 Helpdesk / Technical Support Specialist to provide telephone and remote technical support for end users. This role is responsible for troubleshooting hardware, software, operating systems, and IT service issues while ensuring accurate documentation and timely ticket resolution.
Key Responsibilities - Provide primary Tier 1 support via phone, remote tools, email, or ticketing systems.
- Process work from a queued ticketing system, resolving, documenting, escalating, and closing tickets as appropriate.
- Diagnose and resolve computer hardware, software, OS, installation, and configuration issues.
- Provide basic repair support for desktops, laptops, and printers.
- Maintain accurate and up-to-date documentation in ticketing and knowledge management systems.
- Support walk-in users or field support technicians when needed.
- Monitor computer labs, user environments, or shared resources to ensure optimal system availability.
- Assist students or internal users with lab systems and IT resources (if applicable).
- Track all client interactions and follow standard work processes.
- Identify opportunities to improve customer satisfaction, technology usage, and internal processes.
- Collaborate effectively with the support team to maintain a high-quality service experience.
Required Skills & Experience - Hands-on experience troubleshooting Tier 1 Mac and Windows OS issues.
- Ability to diagnose and resolve issues with:
- Desktop/laptop hardware
- Applications
- Operating systems
- Printers and peripherals
- Basic installations and configurations
- Experience with email client support (Outlook, Apple Mail, etc.).
- Knowledge of ticketing systems, documentation practices, and remote support tools.
- Strong communication, customer service, and problem-solving skills.
- Ability to work in a fast-paced, queue-driven environment.
Preferred Qualifications - Experience supporting computer labs, student users, or shared environments.
- Familiarity with knowledge base documentation and process improvements.
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Contact: This job and many more are available through The Judge Group. Please apply with us today! 
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