IT Desktop Support Specialist - Boston

The IT Support Engineer, located in Boston - Onsite Position Responsibilities:

• Provide deskside and remote support for employees, resolving incidents related to hardware, software, mobile devices, and collaboration tools.
• Install, configure, and maintain operating systems, Microsoft 365 applications, and standard business software.
• Troubleshoot complex issues involving Windows, Microsoft 365 (Teams, Outlook, SharePoint, OneDrive), Azure AD, Azure Virtual Desktop, and networking components.
• Support AV/conference room systems, ensuring reliable video and audio performance.
• Manage onboarding and offboarding tasks, including device setup, access control, and provisioning.
• Deliver prompt, professional, and courteous communication with end users until resolution is achieved.

Technical Mentorship:

• Serve as the technical escalation point for the Boston IT Support team, providing guidance and advanced troubleshooting support.
• Mentor junior engineers, fostering technical growth and consistency in service quality.
• Develop and maintain automation scripts and tools (PowerShell, Bash, or Python) to streamline support workflows and improve system management.
• Support the IT User Support Manager in maintaining and automating global performance metrics (SLA, CSAT, MTTR), ensuring data accuracy and visibility across regions.
• Identify and implement opportunities to improve efficiency, reliability, and self-service capabilities.
• Assist with documentation, training materials, and technical standards to improve global support maturity.

Systems and Process Management:

• Maintain and update tickets in the ITSM system (ConnectWise) in alignment with SLA and KPI targets.
• Contribute to IT documentation, troubleshooting guides, and the global knowledge base.
• Assist with patch management, endpoint protection, and compliance enforcement.
• Perform light network troubleshooting (VPN, Wi-Fi, switches, Zscaler) and coordinate with Infrastructure and Security teams for escalated issues.
• Coordinate with vendors for hardware repairs, warranty claims, and software support escalations, ensuring timely resolution and communication to stakeholders.
• Provide technical input to the IT User Support Manager on vendor performance and product evaluations.
• Participate in IT audits, risk reviews, and compliance initiatives.
• Use AI and automation tools to streamline IT operations, reduce repetitive work, and improve support team productivity. This includes both hands-on automation (e.g., scripting routine tasks, AI-powered triage) and partnering with global IT and engineering teams to deploy scalable solutions.

Global Collaboration:

• Partner with the Team Lead based in London to align support processes, share best practices, ensure consistency across all regions.
• Participate in global IT meetings, initiatives, and project rollouts.
• Contributes to the enhancement of global service metrics and support tools.
• Promote collaboration and open communication across time zones and teams.

Key responsibilities may be assessed and are subject to change from time to time based on the needs of the business. The individual may be required to work overtime as needed.

Qualifications / Attributes Required:

The ideal candidate will have 7+ years of relevant experience in a customer-facing role with a strong track record of achievement and demonstrated technical leadership and mentorship capability. The candidate will have the right experience and skills, including but not limited to:

• Strong scripting and automation experience (PowerShell, Bash, or Python).
• Deep expertise in Microsoft 365 (Outlook, Teams, SharePoint, Intune, OneDrive), Azure AD, and Windows 11.
• Proficiency with Windows and mobile device management (Intune).
• Familiarity with networking fundamentals (VPN, DNS, DHCP, switches, and wireless troubleshooting).
• Experience supporting AV/conference room technologies (Zoom, Cisco, Crestron).
• Familiarity with endpoint security and management tools (Defender for Endpoint, CrowdStrike, SentinelOne).
• Experience with monitoring and deployment tools such as Microsoft Endpoint Analytics, Autopilot, SCCM, Datadog, or LogicMonitor.
• Excellent communication and problem-solving skills, with the ability to clearly explain complex technical topics.
• Customer-focused approach with exceptional attention to detail and follow-through.
• Proven reliability, accountability, and ability to work independently within a global team structure.
• Experience mentoring or providing technical guidance to other support staff.

Preferred:

• Advanced PowerShell scripting for automation of M365, Intune, and Azure AD tasks.
• Familiarity with API integrations, workflow automation, and version control (Git/GitHub).
• Experience with endpoint and identity management (Conditional Access, MFA, Azure AD roles).
• Certifications such as:
• Microsoft Certified: Endpoint Administrator Associate (MD-102)
• Microsoft Certified: Azure Administrator (AZ-104)
• ITIL v4 Foundation
• CompTIA Network+ or Security+
• Microsoft Certified: Power Automate RPA Developer Associate (preferred but not required)
• Experience within the Financial Services Industry
  
  Estimated Min Rate: $59500.00
  Estimated Max Rate: $85000.00

What’s In It for You?
We welcome you to be a part of the largest and legendary global staffing companies to meet your career aspirations. Yoh’s network of client companies has been employing professionals like you for over 65 years in the U.S., UK and Canada. Join Yoh’s extensive talent community that will provide you with access to Yoh’s vast network of opportunities and gain access to this exclusive opportunity available to you. Benefit eligibility is in accordance with applicable laws and client requirements. Benefits include:

• Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
• Health Savings Account (HSA) (for employees working 20+ hours per week)
• Life & Disability Insurance (for employees working 20+ hours per week)
• MetLife Voluntary Benefits
• Employee Assistance Program (EAP)
• 401K Retirement Savings Plan
• Direct Deposit & weekly epayroll
• Referral Bonus Programs
• Certification and training opportunities

Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Visit https://www.yoh.com/applicants-with-disabilities to contact us if you are an individual with a disability and require accommodation in the application process.

For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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