IT Help Desk Technician

Position Summary

Our client is seeking an IT Help Desk Technician to provide front-line technical support to corporate and manufacturing teams at its Bedford, MA facility.

This on-site role manages day-to-day help desk operations, supports end-user devices and access, assists with IT projects, and helps maintain reliable technology across office and production environments.

Key Responsibilities

• Serve as the primary Tier 1 support contact for corporate and manufacturing users.

• Triage, document, resolve, and escalate support tickets using NinjaOne.

• Provide hardware and software troubleshooting, desktop administration, software deployment, remote access support, mobile device support, and IT asset inventory management.

• Manage employee onboarding, role changes, and offboarding, including endpoint provisioning, Active Directory and Microsoft 365 accounts, VPN access, and security tools.

• Support user access to Epicor Kinetic ERP and FactoryLogix MES, escalating application-specific issues to the appropriate administrators.

• Assist with Sophos EDR alert triage and coordinate remediation with IT leadership.

• Maintain help desk documentation, knowledge base articles, procedures, and end-user training materials.

• Prioritize production-critical issues to minimize shop floor downtime.

• Participate in IT initiatives, including hardware refreshes, operating system upgrades, and application deployments.

Required Skills

• Strong working knowledge of Windows 11 and Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, and Office applications.

• Experience administering Active Directory users and groups.

• Ability to troubleshoot iOS and Android devices.

• Basic understanding of networking fundamentals, including DNS, DHCP, VPN, and Wi-Fi, as well as information security principles.

• Excellent written and verbal communication skills, with the ability to explain technical issues clearly and work professionally with employees at all organizational levels, including C-level executives.

• Strong customer service, problem-solving, follow-through, and documentation skills.

Required Experience

• 2–3 years of hands-on Tier 1 support experience with laptops, desktops, and mobile devices in a business environment.

• Experience using an RMM or IT service management platform, such as NinjaOne, ConnectWise, or ManageEngine, for ticketing and endpoint administration.

• Demonstrated customer service skills and experience supporting users across an organization.

• Manufacturing or engineering environment support experience strongly preferred.

• CompTIA A+, Network+, or relevant Microsoft certifications preferred.

Education

Bachelor’s degree in Information Technology, Computer Science, or a related field, or at least three years of comparable professional experience.

Pay rate range, $25.00/hr to 30.00/hr

It is the policy of GCR to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. GCR is an Equal Opportunity/Affirmative Action Employer and embraces diversity in our employee population.