IT Technician Job Description

Job Title: IT Technician

Work Location: Middlesex County, Massachusetts

Summary:

The IT Technician is a hands-on, service-oriented technologist responsible for deskside support, hardware management, and helpdesk ticket resolution. This role bridges the gap between service desk operations and physical IT support, ensuring users remain productive through effective hardware deployment, troubleshooting, and process documentation.

Responsibilities:

• Build, configure, and deploy laptops and workstations for new hires, refreshes, and replacements across Mac and Windows platforms.
• Maintain and track IT hardware inventory throughout its lifecycle, including procurement, deployment, reassignment, and disposal.
• Perform hardware repairs, maintenance, and replacements for end-user devices, peripherals, printers, and AV equipment.
• Coordinate onboarding and offboarding processes, including hardware setup and device collection.
• Support AV hardware and collaboration tools in meeting rooms and shared spaces, coordinating with vendors as needed.
• Monitor and resolve IT tickets, triaging issues, updating users, and ensuring complete resolution before closure.
• Document incidents and requests accurately, contribute to knowledge base articles, and identify recurring issues for process improvement.
• Assist with IT projects and initiatives, providing hands-on technical support, testing, and deployment tasks as required.

Qualifications:

• 3+ years of IT support experience with hands-on hardware and deskside responsibilities.
• Proficiency in building, imaging, and deploying Mac and Windows laptops and workstations.
• Experience managing IT hardware inventory and asset tracking in a corporate environment.
• Familiarity with ITSM ticketing platforms; experience with Jira Service Management is a plus.
• Proficiency with Microsoft 365 and common enterprise SaaS tools.
• Strong written communication skills for documentation and process improvement.
• Experience in life sciences, biopharma, or compliance-sensitive environments preferred.
• Certifications such as CompTIA A+, Network+, ITIL v4, or Apple Certified Support Professional (ACSP) preferred.
• Associate’s or Bachelor’s degree in IT, Computer Science, or equivalent practical experience.

Published Category: Technology & Data & AI Solutions