Tier 1 - IT Support Technician - Needham, MA

Role: L1- End User Services Technician

Location: Needham, MA (Onsite day 1)

Contract

Responsibilities

·       Serve as the first point of contact for IT incidents and service requests; categorize, prioritize, and track tickets to SLA in Jira Service Management; follow process consistently and uphold ticket quality standards on every interaction.

·       Troubleshoot WiFi/network connectivity issues and diagnose computer performance problems (slow boot, high CPU/RAM, disk health)

·       Create and manage user accounts in Adaxes; unlock accounts, reset Windows and macOS passwords, and enroll or reset MFA for new or replacement devices

·       Troubleshoot mailbox issues (connectivity, missing mail, send-as permissions, quota errors), manage calendar permissions, and maintain distribution list membership via Microsoft 365 Admin Center

·       Install approved software and provide admin elevation for authorized applications; coordinate with the security team on non-standard requests

·       Manage the full associate lifecycle — onboarding, offboarding, and access changes — in Adaxes and Active Directory / Entra ID; configure VPN (Cisco AnyConnect / Zscaler) and Delinea privileged access; maintain an accurate offboarding log

·       Apply fast, accurate diagnosis — escalate to Tier 2 / Tier 3 when a fix is beyond Tier 1 scope; keep end

·       users informed throughout and document resolution notes and SOPs in the IT knowledge base

Required

·       5 years of IT helpdesk or desktop support experience

·       Experience working in a Microsoft-heavy environment: Windows OS, Microsoft 365 (Outlook, Teams, SharePoint), Entra ID, and Intune

·       Familiarity with Microsoft Intune, Windows Autopilot, and Jamf

·       Working knowledge of Active Directory, Entra ID, and Microsoft 365 Admin Center

·       Experience with Jira Service Management or equivalent ITSM platform

·       Strong communication skills and a customer-first approach

·       Must be eligible to work in the United States without sponsorship

Preferred

·       CompTIA A+ or equivalent certification

·       ITIL 4 Foundation certification

·       Experience supporting a distributed or remote workforce

·       Familiarity with endpoint security tooling (SentinelOne EDR, Rapid7 vulnerability management, Zscaler zero-trust network access)

Warm Regards

Rajesh

Arrowminds Inc

A