Help Desk Technician (Level 1/2)

About Us

Boston Managed IT is a fast-growing MSP serving businesses across Greater Boston. We support clients in healthcare, finance, legal, and professional services - keeping their technology running so they can focus on what they do best. We're expanding our team and looking for sharp, client-focused technicians who want to grow with us.

The Role

As a Help Desk Technician, you'll be the first point of contact for our clients' IT needs. You'll resolve issues quickly, communicate clearly, and escalate intelligently - all while building relationships that keep clients confident in our service.

What You'll Do

Respond to and resolve help desk tickets via phone, email, and chat (hardware, software, networking, M365)

Triage and escalate complex issues to Level 3 engineers when needed

Perform onboarding/offboarding tasks: account setup, device provisioning, access management

Document all incidents and resolutions in our ticketing system (ConnectWise / Autotask)

Support clients on-site when needed across the Greater Boston area

Monitor alerts and assist with proactive maintenance tasks

Requirements

What We're Looking For

1-3 years of IT support or help desk experience (MSP experience a strong plus)

Working knowledge of Windows 11, Microsoft 365, Active Directory, and basic networking (DNS, DHCP, TCP/IP)

CompTIA A+, Network+, or Microsoft certifications preferred

Strong communication skills - you'll be client-facing daily

Ability to manage multiple tickets simultaneously without dropping the ball

Valid driver's license (on-site visits required)

Nice to Have

Experience with RMM tools (Datto, NinjaRMM, SuperOps)

Familiarity with cybersecurity basics (MFA, EDR, phishing response)

Exposure to HIPAA or SOC 2 environments

Benefits

Why Join Us

Competitive salary + bonus health

Paid certifications and training (we invest in your growth)

Clear promotion path: L1 L2 L3 Engineer

Collaborative team, no micromanagement

Base Salary $58K-$72K (L1 toward lower end, L2 upper end)

Annual Bonus $2,000-$4,000 performance-based

PTO Unlimited with priar approval

Cert reimbursement Up to $1,500/year for CompTIA, Microsoft, etc.

Hybrid flexibility 2 days in-office/field, 3 remote (where client allows)